Front Desk Training Module
Advantage Healthcare Systems

Blue Slips Protocol

Patient Tracking and Follow-up Management

Blue Slips are a critical component of Advantage Healthcare Systems' patient management workflow. They help every department coordinate patient care and ensure that patients are not overlooked in the healthcare process. This module covers the essential protocols for creating, processing, and following up on Blue Slips.

Learning Objectives
What Are Blue Slips?

Blue Slips are internal patient tracking forms used at Advantage Healthcare Systems to ensure continuity of care and proper follow-up. They are a mandatory component of our practice operations and should never be dropped from day-to-day activities.

info Important Note

Blue Slips are a key component of our practice. They help every department with the workflow of patient care and create a formula to ensure patients are not dropped in care. Blue Slips are mandatory in every practice with Advantage and should not ever be dropped from day-to-day operations.

When to Use Blue Slips:

  • event_busy
    When a patient no-shows or cancels without rescheduling
  • description
    When a referral is pending
  • follow_the_signs
    When a patient requires follow-up for compliance or scheduling
  • exit_to_app
    For all discharged patients (using the "Reason for Release" section)

Blue Slip Workflow:

Identify Need
No-show, cancellation, referral, or discharge
Complete Form
Patient info, reason, follow-up attempts
Route Form
To appropriate department
Follow-up
Call, text, document attempts
Resolution
Reschedule or escalate
Blue Slip Protocol for No-Shows

When a patient misses an appointment without prior notification, the front desk staff must follow a specific protocol to ensure proper follow-up and documentation.

No-Show Protocol:

Identify No-Show
15 minutes after scheduled appointment time
If a patient doesn't arrive within 15 minutes of their scheduled appointment time and doesn't answer a call, they are considered a no-show.
Complete Blue Slip
Same day as missed appointment
Fill out a Blue Slip with the patient's name, DOB, and phone number. Include a note with the time, date, and message (e.g., "LMTC," "No VM," "Phone Disconnected," "Spoke to relative and LM").
Document in Systems
Mark as no-show in both systems
No-shows must be marked in both MedHiWa and eClinical on the same day as the missed appointment.
Follow-up Attempts
Twice daily calls
Call the patient twice a day:
  • Morning (after 8:00 AM)
  • Afternoon (around 3:00 PM)
All follow-up attempts must be logged in the Notes section of the Blue Slip.
Route for Further Action
Based on patient type
After two unsuccessful attempts, route the Blue Slip according to the patient type:
  • Auto Cases: Email the PI department to reach out to the attorney
  • WC & DOL: Give to the provider the patient was scheduled with (excluding MDs and NPs)
  • Medicare & Commercial Insurance: Give to the Admin
Escalation
For continued non-response
If the provider or Admin can't reach the patient after 2 attempts, escalate to:
  • WC & DOL: Administrator → COO & CEO
  • Medicare & Commercial: Admin → COO & CEO
warning Special Note for Auto, Workers' Comp, and DOL Cases

For auto, workers' comp, or DOL cases, notify the attorney or adjuster after three missed appointments. After three consecutive missed appointments, remaining appointments are deleted from the schedule, but the missed appointments continue to be tracked.

Blue Slip Form

The Blue Slip form must be completed accurately and thoroughly to ensure proper follow-up. Below is a sample of the Blue Slip form and the required information.

BLUE SLIP - PATIENT FOLLOW-UP FORM
Date Time Method Result/Notes Staff
info Documentation Requirements

For discharged patients, a Blue Slip must be made and turned in to the Admin. Admins are to cover these with the COO & CEO(s) on a weekly basis. Copies of the blue slips need to be attached to the last appointment within the appointment calendar.

Interactive Practice: Blue Slip Completion
Scenario: Patient No-Show

Sarah Johnson, DOB 05/15/1985, phone (214) 555-7890, missed her appointment with Dr. Williams today at 10:30 AM. She didn't answer when you called 15 minutes after her appointment time. She is a Medicare patient. Complete the Blue Slip form and indicate the next steps.

BLUE SLIP - PATIENT FOLLOW-UP FORM
Date Time Method Result/Notes Staff
Knowledge Check

Test your understanding of the Blue Slips Protocol:

1. When should a Blue Slip be completed for a no-show patient?

2. What information must be included on a Blue Slip for a no-show patient?

3. How often should follow-up calls be made to no-show patients?

4. After two unsuccessful contact attempts, where should a Blue Slip for a Medicare patient be routed?

5. What happens after three consecutive missed appointments?

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Perfect Score: 5/5!

Excellent work! You've mastered the Blue Slips Protocol.

Correct Answers:
  • 1. Within 15 minutes of the missed appointment
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  • 2. Patient's name, DOB, and phone number
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  • 3. Twice a day (morning and afternoon)
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  • 4. To the Admin
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  • 5. Remaining appointments are deleted from the schedule, but missed appointments continue to be tracked
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