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Asymptomatic COVID Testing October 21, 2021
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Asymptomatic COVID Testing

Jan 23, 2022

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Page 1: Asymptomatic COVID Testing

Asymptomatic COVID Testing

October 21, 2021

Page 2: Asymptomatic COVID Testing

Overview and Purpose• In March, AAH implemented a testing only model for asymptomatic COVID

testing for patients.• The purpose was to respond to consumer needs for PCR testing for the

purpose of travel, return to school, work and other needs.• In August and September, we observed a significant increase in

asymptomatic testing.• While volumes have declined 30% from the peak, we anticipate that demand

will be high through the late fall and winter.• To manage wait times in our Immediate Care and Urgent Care sites it is

necessary to implement some changes to the current workflows.

Page 3: Asymptomatic COVID Testing

What’s Changing• Immediate Care and Urgent Care sites will be moving to a scheduled only

model for asymptomatic COVID testing. Patients will need to reserve an appointment.

• Patients can make appointments in the following ways:• LiveWell/Online – This will be the primary channel we will direct patients to

reserve an appointment.• Calling the contact center• Walk-in – If patients walk-in, we should screen the patient and then add them

to the next available appointment in the schedule or whatever is most convenient for the patient. Patients may also be scheduled to another site.

• To ensure access, PSA ambulatory leaders and site managers will need to offer a minimum number of appointments for asymptomatic testing.

• Portal/LiveWell activation will continue to be the primary method for how patients will receive results.

• An alternative workflow has been created for patients who have barriers (e.g. language, no access to a device/technology challenges, live out of the country)

Page 4: Asymptomatic COVID Testing

Timeline• Weeks of October 18th and October 25th:

• Distribute toolkit• Managers share the toolkit with their front-desk team members

• November 1st

• AAH websites, LiveWell portal changes will go live• PSA ambulatory leaders and site managers are expected to have implemented the

minimum• Front-desk team members are prepared with the following:

• An understanding of the workflows• New scripting• Patient handouts• Tip sheets

Page 5: Asymptomatic COVID Testing

Updated Workflows

Page 6: Asymptomatic COVID Testing

Patient Self Scheduling Through LiveWell

Patient is self scheduling

via MyChart

Patient goes through the

symptom tracker

Patient schedules through the app at preferred

location which generates a MyLab visit on the Post VV

resource schedule

Patient arrives for visit at ICC/

UC

ICC/UC performs PCR test and sends

to ACL

• Auto results routed to patients via LiveWell app

• Letter sent in mail 5-7 days

Preferred Workflow

Page 7: Asymptomatic COVID Testing

Walk-in Patient Requesting COVID Testing

Patient walks in requesting a COVID test

Site performs COVID screening

process

IF asymptomatic add patient to the schedule

Determine if patient is active on LiveWell. Verify they received the code. If not send activation code,

direct patient to the sign up page and provide instructions (reinforce the

importance of LiveWell )

Test performed

Results found in MyChart/ letter mailed

5-7 days

If records are needed sooner instruct patient to return after 48 hours

to pick up results

If patient has any technology, language or other barriers that

doesn’t allow them to use LiveWell- inform pt of resulting

options

Page 8: Asymptomatic COVID Testing

Walk-in steps and scripting• Evaluate for symptomatic or asymptomatic• Evaluate for barriers:

• Technology • Language • Other needs

• Provide patient options:• If we have availability, we should see the patient now • If not, schedule later in the day, present other nearby sites or direct patient to

aah.org/covid-19 for testing info• If now or later here or nearby site, add patients to the schedule• Communicate the importance of activating LiveWell account to get results quickly:

• “To get your results as soon as possible, you will want to set up a LiveWell account. Your results will show up in your account within 24-48 hours. I will send you an email to easily activate your account. You can download the LiveWell app from the Apple App Store or Google Play or you can go to aah.org/livewell on your phone or computer.”

• Send activation and tell them to follow the prompts in the email. Provide patient handout.• If needed, walk patients through how to download and login to the app or how to access

the website (aah.org/livewell).

Page 9: Asymptomatic COVID Testing

Patient Requesting COVID Testing w/ Language, Technology or Other Barriers

Patients that live outside the US or have language or

technology barriers that prevent them from using

LiveWEll requesting an asymptomatic test

Walk in

Call in

Add patient to schedule

If requesting through CC send message to testing location and direct pt to pick up at

location anytime after 2 hours of their call

Letter mailed with results in 5-

7 daysTest performed Pt requests

results sooner

In person- site should instruct patient to return after 48 hours to pick up records

Page 10: Asymptomatic COVID Testing

COVID Testing Requested Through Contact Center

Patient calls contact center

to schedule COVID testing

Contact center goes through

screening process

If asymptomatic

add to resource schedule

Done

Proxy access

Activation issues Direct pt to

LiveWell support team

Confirm demographics:

Name, DOB, address and

email

Does pt have language, technology or other barriers?

If pt is not currently signed up for LiveWell-

Verify they received their code. If not send activation code, direct patient to the sign up

page and provide instructions

No

Add an appointment comment so testing site

is aware

Yes

Page 11: Asymptomatic COVID Testing

Patient Calls Contact Center/LiveWell Team for Results

Patient calling contact center for COVID test results

After hours:Transfer pt to CC RN for

results

Inform pt a copy of their results will be

mailed automatically

within 5-7 days

If patient needs paper copy sooner send

message to testing site and inform pt they can pick up results 2 hours after the message has

been sent

Direct patient to LiveWell- activate

account if not done already

During business hours:• Send a message to

patients AAH PCP to give results

• If pt does not have an AAH PCP send a message to testing location to give results

If patient does not have access to LiveWell or is

requesting verbal results

Page 12: Asymptomatic COVID Testing

Patient Presents at Site Requesting Results

Patient presents at site requesting results

Verify patient identification

Determine when pt was tested Find result Have pt fill out request

for information formPrint results and give to

patient

Page 13: Asymptomatic COVID Testing

Asymptomatic Schedule Management

Page 14: Asymptomatic COVID Testing

Guidelines• Every ICC/UC and Advocate/Aurora Clinic at Walgreens location should have a post virtual visit

resource schedule in Epic to which asymptomatic COVID tests are scheduled to.• To ensure enough access points in each PSA and for consistency in operations, all ICC/UC sites

should offer a minimum of 6 appointments per day.• Ambulatory PSA leaders will be responsible for ensuring a minimum of 80% of historical peak

asymptomatic testing.• If sites have available capacity and are not experiencing significant patient flow issues/wait

times, additional slots should be offered beyond the minimum. Most sites today have more than the minimum number of slots.

• Ambulatory PSA leaders will have discretion managing the post-virtual visit schedules in terms of hours of operation.

• Ambulatory PSA leaders may choose to open alternative sites of care and may submit a request to Jon Kluge and Tim Wemple for review and approval is it meets the established guidelines.

Page 15: Asymptomatic COVID Testing

Minimum Capacity ExpectationMinimum Capacity Expectation for Each PSA - If 80% of Daily Max Peak

Capacity Minimum Daily

Number of Days in 6 weeks Exceeding

IL 161 6Central Chicago 70 1Dreyer 22 8Near North West Suburbs 1 2North Illinois 15 4SouthSuburbs SouthChicago 78 4

WI 246 5Central Wisconsin 82 2Greater Milwaukee 87 2North Wisconsin 62 5South Wisconsin 50 5

Grand Total 406 5

Page 16: Asymptomatic COVID Testing

Current Post VV Schedule• To view a summary of the current schedules in your market please click on

the link below.• This link is provided as a resource to confirm availability of enough

appointment slots.• In most cases, no changes are needed to the current Post-Virtual Visit

resource schedules . Most sites are meeting the minimum requirement of 6 appointments and most markets are exceeding the 80% minimum of the historical peak.

Click here to view current schedules.

Page 17: Asymptomatic COVID Testing

Website Updates

Page 18: Asymptomatic COVID Testing

Website Updates• Symptom checker will become more prominent for scheduling

asymptomatic testing on the COVID Resource Center,IC/UC/ACW pages and other places consumers are finding testing information• This change will direct patients to the LiveWell landing page to

login in or create an account• An alternative workflow for patients with technology or other

barriers will direct them to call the COVID Hotline to reserve an appointment.

Page 19: Asymptomatic COVID Testing

Toolkit

Page 20: Asymptomatic COVID Testing

Tools for team members• Overview of scheduled asymptomatic testing workflows

• Slides• Webinar recording

• How to send an invitation to activate a LiveWell account• Epic tip sheets:

• MyAAH Self-Scheduling Workflow• Printing results• Asymptomatic vs symptomatic testing in Urgent Care/ICC/ACWs• Patient walk-in workflow

Page 21: Asymptomatic COVID Testing

Tools for patientsPrint and provide these handouts to patients based on their needs:• How to set-up/activate LiveWell account + access

test results (2-sided)• About your COVID-19 test results• How to set up adult/child proxy access (2-sides)

Page 22: Asymptomatic COVID Testing

Proxy Access When to direct patient to the LiveWell support team Someone other than birth or adopted parent requesting proxy

access (2-3 days) Demographic information doesn’t match Patients needing assistance with portal activation or navigating the

portal

Page 23: Asymptomatic COVID Testing

Epic Tip Sheets

Page 24: Asymptomatic COVID Testing

Epic Tip Sheet- Printing Results1.Open Patient Chart Review2.Select Lab

Page 25: Asymptomatic COVID Testing

Epic Tip Sheets

Page 26: Asymptomatic COVID Testing

Epic Tip Sheet

Page 27: Asymptomatic COVID Testing

FAQs When will I receive my results?

Test results will take between 24-48 hours to process. How much does the test cost?

$160. Will be billed to patient’s insurance or patients may self-pay and self-pay discount will apply.

Can I see a provider? Yes, patients can do a Virtual Visit online or come to any Urgent Care/ICC

How will I receive my results? Will someone call me? Results will be available via the LiveWell App. They will also receive their

results via mail 5-7 days after the test. How can I get a return to work/school note?

Since the patient did not see a clinician, we will not provide a return to work note. We are providing the test result only.

Is testing recommended for patients who have previously tested positive? No, because you can test positive for up to 90 days it is not recommended

that you retest in that timeframe.

Page 28: Asymptomatic COVID Testing

FAQs• What if a patient requests that we complete a form for an asymptomatic

test for the purposes of travel or other reasons?• We are beginning to observe that some patients are requesting forms to be

completed.• This is outside of the scope of the asymptomatic testing only workflow.• Forms need to be completed by a provider.• Contact your manager. Most sites charge a normal fee for forms completion,

e.g., $25• We are a hospital-based urgent care site. Do we need to complete a

medical examination of the patient?• Workflows would not differ for these sites. As part of our standard workflow we

are screening all patients for symptoms.• Asymptomatic patients do not need a medical examination• Symptomatic patients should instructed to see a provider to be evaluated

Page 29: Asymptomatic COVID Testing

Summary – Ensure your site is PreparedAll urgent care/immediate care sites are expected to have completed the following by Nov 1st to demonstrate readiness:

• Patient facing materials are printed• Team members have role played the scripting• Team members can identify common barriers (language, technology challenges,

etc.)• Front desk teams are familiar with the process of screening walk-in patients and

presenting them with options for appointments and adding them to the schedule• Team members have taken 5 minutes to personally familiarize themselves with

LiveWell by having signed in, located the section on COVID testing and walked through the steps of scheduling (be sure to STOP before confirming an appointment)

• Team members, both front desk and clinical, are familiar with the alternative workflow of printing results for patient pick-up when patients have barriers to accessing LiveWell.

Page 30: Asymptomatic COVID Testing

Appendix

Page 31: Asymptomatic COVID Testing

Adding a New Post Virtual Visit Testing Site

Use Go-live Checklist: Post-Virtual Visit Testing Site

• Create your resource schedule• Team member training and education• Order supplies• Communication: Refer to the operations toolkit for team member, clinician

and patient communication resources.

• Contact Lorene Pesole for additional information about getting started