1. Facilitating the Subject Visit

2. Introduction Inpatient and Outpatient visits are conducted on both White 13 and on the 2 nd floor of Building 149 in the Charlestown Navy Yard (CNY). Operations Associates (OAs) at the front desk are a main point of contact and provide supportive functions related to the research subject visit.

3. Supportive Functions Greet and register research subject Compile and maintain medical records Accept Doctor’s Orders for each visit Direct subjects throughout their visit

4. Dropping Off Orders Once a visit is scheduled, please drop off the most current approved doctor’s orders to the GCRC front desk. Orders should be placed in the black “Orders” bin on the desk. Please use the red book to sign in the date/time orders were dropped off along with your name.

5. How do I use the red book? When dropping off orders, fill out the columns as shown below. Leave the last three columns blank for OA use.

6. When is the deadline for dropping off orders? Signed Doctor’s Orders must be received NO LATER than the morning of two business days before the visit. Two days allows sufficient time for study visit preparation. Trays and Labels Food Equipment Remember, earlier is better!

7. Order Deadline Examples Patient VisitOrders Due 4:00pm WednesdayMonday morning 11:00am SundayThursday morning 8:00am, Tuesday after Columbus Day Thursday morning

8. What about add-on visits? If you add a visit less than two days before the visit, you must drop off the orders as soon as the visit is scheduled.

9. What is Required for the OA to Accept the Orders? The “GCRC Approval Date” must match the date the orders were last approved. This ensures we are using the most recent revision. All orders must have the GCRC watermark. This ensures they are unaltered.

10. Why are orders rejected? When there is no watermark When the date on the orders is before the most recent revision When the orders are unsigned When the orders have been altered by anyone other than the study PI (verify)

11. Unsigned Orders All orders must be signed by a study MD, NP or PA. Orders may not have written additions from somebody other than an a study MD, NP or PA. It is against federal law for us to use orders that have not been signed by an MD or NP/PA, or that have been altered by somebody other than an MD or NP/PA on the study team.

12. What happens if orders I dropped off are rejected? The OA will notify you immediately, and tell you what to do in order for the orders to be accepted.

13. What if the MD or NP needs to alter the orders? Alterations to the orders, even those made by a study MD or NP, must be first approved by the protocol RN or RD, depending upon which section is altered. The RN or RD will make sure the alterations fall within the HRC-approved protocol. Altered orders will not be accepted unless they are approved.

14. Identifying Orders Neatly write the subject’s name and medical record number on the orders. Make sure to leave space for the blue card stamp! Claus, Santa 000-00-00 Claus, Santa 0000000 YES NO

15. MGH Registration Card All subjects require an MGH card in order to be seen at the GCRC. Coordinators must bring the blue registration card for outpatient visits. This card will remain on the unit in the subject’s chart. Inpatients (overnight visits) require a red registration card, which will be picked up by the OA.

16. How will I know when my subject arrives? Some subject visits may require your presence at the start of the visit. If so, you must be at the GCRC by the subject’s appointment time. If your presence at the start of the visit is not required, highlight on the first page of the Doctor’s Orders the name of the study team member who should be paged at the appropriate time. If you are expecting a subject but have not yet received a page, call the front desk at x6-3294.

17. Paperwork All subjects new to the hospital will receive a copy of the MGH Privacy Policy, and must sign a form to acknowledge receipt. New GCRC outpatient subjects will receive an outpatient assessment (“yellow form”) to fill out. This form details emergency contact info, health information, medical history, etc. New GCRC inpatient subjects (overnight visits) will have an assessment form completed by the RN.

18. What if my subject is late? If you know your subject will be late, please call the front desk so we do not process the visit as a no-show. If your subject arrives late, we will make every effort to accommodate the visit. We may need to change the order of visit or do a partial visit to accommodate.

19. Late Cancellations and No Shows Inform the OA at the front desk if your subject cancels after the visit would have started. The OA will process the cancellation in this situation only. If your subject does not arrive for his or her appointment, it will be recorded as a no-show.

20. Cancellations within 48 Hours of the Visit Please call the OA at the front desk immediately when you learn of a cancellation within 48 hours of the start of the visit. You must cancel the visit through the Request for Appointment application right away. Let the OA know if the Doctor’s Orders and specimen tray should be saved for a rescheduled visit, or should be discarded.

21. Tracking your Subject on the GCRC Please make sure you tell the OA at the front desk any time your subject leaves the GCRC! The GCRC requires this information for our records, as well as for use in case of an emergency.

22. How can I copy outpatient charts? Outpatient records are filed at the end of the day. If you need to make copies, please ask the front desk to borrow the chart before the end of the day. If you would like to make copies after a chart has been filed, you may pull the charts yourself. However, you may not remove the charts from the GCRC, except for an audit. Files cabinets are locked daily. Files are available Monday-Friday, 7am –5pm, and Saturdays 7am-11am, or by request via front desk staff.

23. What if I need charts for an audit? Please provide the OA with a list of charts to be pulled. He or she must approve of this list before they are removed from the floor. Charts must be returned to the floor within 1 business day of the audit’s end. You must pull and re-file the charts yourself.

24. How can I copy inpatient charts? Inpatient charts are sent to Medical Records the afternoon after discharge. If you need to make copies, please ask the front desk to borrow the chart before that time. For example, if an inpatient is discharged Tuesday morning, the chart will be sent to medical records on Wednesday afternoon. If you will not get a chance to make copies by the next afternoon, please call the front desk and ask us to hold the chart for one more day. After that, we must send the record to medical records, per hospital policy. If you would like to make copies after the chart has been sent, you must visit the Medical Records office personally.

25. Inpatient Registration Form When dropping off orders for an inpatient, please staple the inpatient registration form to the top.

26. Contact Us! White 13 The White 13 front desk is staffed from 7:00am-5:30pm Monday through Friday, and 7:00am-11:00am on Saturday. The White 13 front desk phone number is (617) 726-3294.

27. Contact Us! BIC Front Desk The BIC front desk is staffed from 7:00am-3:30pm Monday through Friday. The BIC front desk phone number is (617) 726-0807.

28. Checking-In Subjects All subjects must check in with the front desk at the beginning of their visit. The OA will give every subject a wristband, which must be worn for the duration of their visit.

29. Go Back to GCRC Orientation