In-Basket Flow - Departments of Internal Medicine and Pediatrics - Redwood Health Center

Message handling is a crucial issue which affects patient care and satisfaction, and also provider wellness. There has been little standardization of in-basket management in the Community Clinics. Medical Assistants who are the first to handle messages in the in-basket have little formal training on how to address them, resulting in many calls and my chart messages being forwarded directly to the provider without being triaged or having work done before routing messages. Our improved design creates standardized in-basket flows for common calls, provides guidance to MAs on how to effectively manage these calls with minimal provider work, and embeds this process into Epic to make sure it is sustainable and easy to use.