WorksheetsGlutality Assessment 1
Total questions: 20
Worksheet time: 11mins
Based on the dashboard and the timeline on the account (as shown in the screenshot), how would you interpret the info and what should you do afterward?
This means that the device has been shipped out to the patient, but the shipping team has already tested the kit using the liquid that comes with the device. Call the patient to inquire if the device has been received and mention the ETA (estimated time of arrival) for delivery.
This means that a specific device has been assigned by the shipping team to a specific patient, and that they have already tested the kit using the liquid that comes with the device. However, the kit hasn't been shipped out yet. Just disposition this account as “Chart review” since the patient is still waiting for the device kit to be delivered. No need to call/leave a voicemail/text. No need to mention the ETA (estimated time of arrival) for delivery.
This means that the device has been received by the patient, and that the patient has already tested the kit using his own blood sample. Call the patient to inquire about the recent test result. Share advice on how to normalize blood glucose level.
Given this type of chart, which of the questions below should you ask the patient? Select ALL that apply.
"How are you feeling?"
"Have you been taking your medication as prescribed?"
“Are you able to eat or drink right now?”
"Are you adhering to your diabetic diet?""
"Have you been exercising regularly?"
As a general rule, if we are unable to contact the patient, what should be our next step?
Send a text message.
Leave a voicemail message.
Just disposition the account as “Chart Review”. No further action needed.
Based on the dashboard and the timeline on the account (as shown in the screenshot), how would you interpret the info and what should you do afterward?
This means that the device has been shipped out to the patient. Call the patient to inquire if the device has been received and mention the ETA (estimated time of arrival) for delivery.
This means that the device has been received by the patient. Call the patient why there is no reading appearing on the system. Encourage the patient to make use of the device.
This means that a specific device has been assigned by the shipping team to a specific patient. However, the kit hasn't been shipped out yet. Just disposition this account as “Chart review” since the patient is still waiting for the device kit to be delivered. No need to call/leave a voicemail/text. No need to mention the ETA (estimated time of arrival) for delivery.
Where can we find the emergency contact’s phone number?
Dashboard > Worksheets and Notes
Logbook > Monitoring Specialist Dashboard
Chart > Interactions Log
Health Summary > Patient Information
Should you call the customer if the timeline on the account presents info similar to what’s shown in the screenshot?
Yes, because there is still no reading in the system. In the call, probe why the patient is not using the device and share the benefits one can get from this kit.
Yes, because the device has been shipped out already. Therefore, it is our responsibility and part of our scope of support to inform the patient regarding the ETA (estimated time of arrival) of the device.
No, because the item is still on the way to the customer. The delivery time frame, after all, is 5 to 7 days.
Seeing this on the timeline, what is the correct course of action?
Just disposition the account as “Chart Review”. No further action needed.
Leave a voicemail for the patient mentioning you are from Glutality and ask why the patient is not using the kit to monitor the blood sugar level.
Call the patient since there is still no reading in the system. In the call, probe why the patient is not using the device and share the benefits one can get from this kit.
Call the patient and mention to the patient that you will be escalating this to the shipping team. Escalate this to your supervisor, who will escalate it to the Shipping team.
If the customer’s phone is disconnected/not working, what should be done?
Just disposition the account as “Chart Review”. No further action needed.
Contact the emergency contact person and try to obtain the primary phone number of the patient.
Leave a voicemail for the patient mentioning you are from Glutality and ask for the best alternative contact number.
In the event that we cannot talk to the emergency contact person, what should we do first?
Have your supervisor escalate the account.
Leave a voicemail message in the phone number attributed to the emergency contact person.
Just disposition the account as “Chart Review”. No further action needed.
As per policy, we are not supposed to call patients before 8AM on their end. Given that, which group of states are we not allowed to call at 9PM Manila Time?
Washington, Oregon, California, Nevada
California, Arizona, Colorado, New Mexico
Montana, Idaho, New York, New Jersey
Pennsylvania, North Dakota, Utah, Wyoming
Using the screenshot as a basis, is the first test result the patient's?
Yes, always presume that the first result is the patient’s since he/she is the only user of that device.
No, never assume that the first result is the patient's. In this case, it was tested by the shipping team.
Which of the following are valid reasons for escalation? Select ALL that apply.
Kit Shipment Return Request
Device Issue
Device Not Working
Expedited Shipment (Lancet to be delivered faster)
Kit Not Received Due to Wrong Address
hat do we do if a patient wants to return the kit?
Readily inform the patient that we can certainly do that.
Be firm in telling the patient that that is against our policy.
Probe first before escalating the account to your supervisor.
Give the patient a hotline to call where such can be processed.
Which of the following scenarios requires a Physician Follow Up Encounter? Select ALL that apply.
If the Patient is hypoglycemic 2X within the last 5 days
If the Patient’s BGL is less than 70 mg/dl in the last 7 days
If the Average Blood Glucose level is over 200 mg/dl in 7 days
If the Blood Glucose Level is 400 mg/dl and above 2X within the last 2 days
If the Blood Glucose Level of the patient is more than 140 mg/dl in the last 2 weeks.
Seeing this chart, what should you do next?
Call the patient informing him/her that he/she is hyperglycemic and then proceed to the tips for health improvement and better blood sugar management.
Call the patient and inform him/her that it is highly recommended that they have a follow-up encounter with a physician because of their extremely high BGL.
Just disposition the account as “Chart Review”. No further action needed.
Seeing this chart, what should you do next?
Call the patient informing him/her that he/she is hypoglycemic and then proceed to the tips for health improvement and better blood sugar management.
Call the patient and inform him/her that it is highly recommended that they have a follow-up encounter with a physician because of their consistently high hyperglycemia for four days and counting.
Just disposition the account as “Chart Review”. No further action needed.
Given this type of chart, which of the questions should be the top priority questions for the patient? Select ALL that apply.
"How are you feeling?"
“Are you able to eat or drink right now?”
"Are you exercising regularly?”
“Do you eat a high-fiber diet?”
“Are you able to take a repeat test 30 minutes after eating something?”
When a patient asks if the kit/lancet/strips be expedited, how do we respond?
“Yes, we can definitely do that for you right away!”
"Much as I’d like to assist you with that, the only thing we can do for now is to escalate such to the Shipping Team.”
“No. Unfortunately, we never expedite our deliveries.”
Seeing this chart, what should you do next?
Call the patient informing him/her that he/she is hypoglycemic and then proceed to the tips for health improvement and better blood sugar management.
Call the patient and inform him/her that it is highly recommended that they have a follow-up encounter with a physician because they had two instances of hypoglycemia in the last 5 days
Just disposition the account as “Chart Review”. No further action needed.
Choose the spiel that best exemplifies how we should handle a patient requesting to be added to the DNC (do not call) list?
“Sure, let me process that for you right away!”
“No, sadly, we cannot do that on our end. The best route would be for you to contact your physician and mention your request to him/her.”
“We're calling you because we want to help you manage your glucose levels. Out of curiosity, why would you want to be put in our do not call list?"
