JUNE 15, 2015
Broken Appointment Policy
for Health & Wellness Center
Recently, my daughter received a letter and a copy of a signed document
stating she had reviewed the Grand Ronde Health & Wellness Center
Broken Appointment Policy.
The letter politely stated that she had two broken appointments, and
if she received one more in 12 months she wouldn’t be able to schedule a
regular appointment for four months or something to that effect.
Naturally, I was really annoyed because I called the morning of the
appointment before 8 a.m. and left a message to cancel her appointment
because she started a new job and forgot about her dental appointment.
My message about cancelling the appointment didn’t count because I
didn’t call 24 hours before her appointment. Needless to say, she received
a broken appointment warning letter.
Instead of causing a scene about the broken appointment letter, I thought
I would take the opportunity to provide information to the membership
and patients about the Health & Wellness Center’s Broken Appointment
Policy. Here you go.
PURPOSE: Broken or missed appointments create a barrier to access-
ing timely care for our patients. This policy allows the Health & Wellness
Center to maximize our patient’s access to care by specifying the patient’s
responsibilities in regards to broken appointments.
POLICY: It is the responsibility of each patient to keep scheduled
appointments or to notify the GRHWC of his or her inability to keep a
scheduled appointment at least 24 hours in advance.
PROCEDURE
A. Broken Appointment Definitions:
1. Patient fails to keep a scheduled appointment.
2. Patient shows up more than 10 minutes late.
3. Patient fails to give 24-hour cancellation notice.
B. Consequences:
After the third broken appointment in a 12-month period, the patient will
not be allowed to schedule routine care appointments. However, patients
will be offered a same day sit-and-wait appointment without a guarantee
that a time slot will become available, and they will be allowed to utilize
emergency hours for any dental emergencies. This probationary period
will last for four months.
The clinic strives to notify patients of appointments the day before. This
is a courtesy; if the call is not received it is not an acceptable excuse for
missing an appointment.
After each broken appointment, the Provider Team will evaluate the
appropriate action and notify the patient. The notification should be in
writing, with the dates of any missed appointments within the past 12
months listed. It is the responsibility of the Provider Team to evaluate
and document any action in the medical record.
When the third broken appointment occurs within a 12-month time
frame, the Provider Team will notify patient registration and have an alert
added to the record indicating the date the patient may resume routine
scheduling. Schedulers are to review alerts before scheduling.
The policy was put in place clinic-wide in December 2014 to ensure that
patients are able to get in to see their providers in a timely manner.
Don’t be like me. Call and cancel your appointments at least 24 hours
in advance, if at all possible.
~ Tresa Mercier
Purchased/Referred Care staff
attending ceremony
The Purchased/Referral Care staff will be out of the office beginning
at 11 a.m. Friday, June 19, and returning at 8 a.m. Monday, June 22.
Staff members will be attending the Indian Health Service Port-
land Director’s Recognition of Excellence ceremony. Tribal Pur-
chase/Referral Care Specialist Tauni McCammon will be honored
for her excellence in providing services to the Tribal membership
at the Grand Ronde Health & Wellness Center.
Good job Tauni!
Grand Ronde Health & Wellness Center
Lab/X-ray hours
Monday, Tuesday, Wednesday & Friday:
8:30 a.m. to 5:15 p.m. – closed 12:30-1:30 p.m.
Thursday: 9:30 a.m. to 5:15 p.m. – closed 12:30-1:30 p.m.
S moke S ignals
19
Grand Ronde Health &
Wellness announces dental
performance measures
In an effort to improve the oral health of patients receiving care
from the Grand Ronde Health & Wellness Center Dental Program,
you can expect to see:
•During Well Child Checks at the medical clinic, dental will be
available to conduct a brief screening for decay and provide
toothpaste and an age-appropriate toothbrush. Be sure to stop
by the Dental window to receive this service for your child.
•Home visits for home-based Head Start children. This will be
done four times per child per year.
•Develop a curriculum for center-based Head Start that will cover
dental topics and be presented on a monthly basis during “circle
time.” A letter will go home to parents about the topic presented
so they may connect with their child about what they learned
at Head Start.
•Visit Adult Foster Care lodges four times per year to screen for
oral cancer, decay and check dentures.
•Conduct annual Give Kids A Smile Day at local elementary
school where staff members provide screening, toothbrush
cleaning and fluoride varnish.
•Open door visits for children 0-5 years of age.
For questions or more information, contact Sheila Blacketer in
the Dental Clinic at 503-879-2020.
Grand Ronde Health &
Wellness Center Dental hours
Emergency walk-in times:
Monday, Tuesday, Wednesday and Friday: 8-8:10 a.m.
Thursday: 9:30-9:40 a.m.
Scheduled appointments:
Monday, Tuesday, Wednesday and Friday: 8 a.m.-4:30 p.m.
Thursday: 9:30 a.m.-4:30 p.m.
For appointments and information, call 800-775-0095 or 503-879-2020.
Don’t get caught without your medication
Grand Ronde Health & Wellness Center Pharmacy hours:
8:30 a.m. to 5:30 p.m.; closed 12:30 to 1:30 p.m.
Monday, Tuesday, Wednesday and Friday.
9:30 a.m. to 5:30 p.m.; closed 12:30 to 1:30 p.m. Thursday.
REFILL LINE: 503-879-2342
Application Assister dates
Application assisters will be in attendance during the Family Night Out
event on Thursday, June 18.
Application Assister Loretta Meneley provides outreach and education on
the Oregon Health Plan and the Affordable Care Act. She also is available
Monday through Friday at the Grand Ronde Health & Wellness Center and
can be reached at 503-879-1359. n
WALK-IN DENTAL APPOI NTMENTS FOR KIDS <6
NO APPOINTMENT NECESSARY FOR DENTAL CHECK-UPS FOR KIDS 5 AND
UNDER WHO ARE ELIGIBLE TO BE SEEN AT THE TRIBAL CLINIC.
JUST COME ON IN!
We will check your child’s teeth during any of our clinic hours without an ap-
pointment. Dental check-ups are recommended beginning with the first
tooth!
Confederated Tribes of Grand Ronde Dental Clinic
Phone 503-879-2020
Hours: Mon, Tues, Wed, Fri 8:00—5:00; Thur 9:30-5:30