MVU Staff

General Job Instruction (This page)

Communication

Documentation

Specific Job Instructions

Reception/Filing

Appointment booking

Patient Forms: Insurance, Notes for Work, medical Record Requests, etc.

Office Managers/OR Booking

Management & Scheduling

OR Booking

Completion of Paperwork

Employee Handbook

Office Policies

Dress Code

Personal phone and internet usage

Leave of Absence Policies

Employment Standards Act

Vacation Leave

Sick Leave

Benefits

Extended Health

Short term disability

General Information

Personal Safety

Confidentiality

Terms of Employment

Confidentiality Agreement

Patient Privacy

Termination

 

This is the Metrovan Urology Group's online resource for employees. Please let the physicians know if there are any additions you would like.

MVU Mission Statement

Our goal is to provide the world class urological care to our patients - in short, to treat patients in the same manner in which we would want to be treated.

Employee Job Descriptions and Expectations 

The urologists are ultimately responsible and accountable for this practice. However, each employee has defined responsibilities for which they are accountable both to the urologists (the employers) and the patients, referring physicians and hospitals (our clients). The goal of what follows is to clarify the expectations of our employees and to assist in the day to day running of the office.

Communication

Effective communication between employees, physicians, patients and the hospitals is necessary to provide effective care to our patients and meet our medico-legal requirements. Some guidelines for communication:

  • We have an 'open communication' structure within our office. Any employee may directly approach any of the urologists at any time.

    • Employees should, however, be considerate and thoughful before interrupting a physician-patient interaction and should only do so for a true surgical emergency.

  • Prompt and direct verbal communication is required for critical and time-sensitive events. This includes time sensitive medical emergencies and office issues which would reasonably be expected to be dealt with within a couple of hours. Other forms of non-verbal, direct communication (email, memos, tasks, fax, etc.) are not sufficient as there is no way for the sender to guarantee that the intended recipient will be aware of the message.

  • If there is an urgent patient issue, the most responsible urologist should be contacted first, unless the issue occurs after hours or the physician is away. Otherwise, the on-call physician urologist should be contacted.

    • If the on-call physician cannot be reached, attempts should be made to contact the other urologists.

    • If there is any doubt regarding the urgency of a medical issue and a urologist cannot be contacted promptly, the patient should be directed to the nearest emergency department or to call 911.

  • Timely and prompt communication should occur for office issues, first to the manager and then to a urologist if necessary. If there is an office issue in terms of workload or workflow (e.g. buid-up of tasks, memo, OR booking, prolonged wait times for surgery or office appointments) for which a solution cannot be found, these should be brought the attention of a the office manager in a timely fashion.

    • If the office manager is unable to provide direction or cannot find a solution, the office manager is expected to speak directly with one of the urologists.

Guidelines Regarding Communication for Specific Events

A urologists should be informed immediately if the backlog for Tasks exceeds the following guidelines. Steps to reduce the Task backlog should be taken immediately. This will most commonly involve asking for the assistance of your co-workers.
 
Topic Instruction
Tasks Urgent tasks: these should be completed within 1 business day of assignment
OR wait list: these should be dealth with within 1 week of assignments
Phone Phone messages should be logged within 8 hours of receipt (same business days for calls received in the morning and next business days for calls received after lunch) at the latest
Urgent phone messages should be dealt with at the time of processing and should NOT be left for completion at a later date.
Absences Unplanned absences should be communicated at the earliest possible time that the absence will be noted. If an office manager is unavailable, the urologist on call should be contacted between 7 am and 9 pm.
Vacation Planned vacation time should be communicated no later than 6 weeks prior to the planned time off. Exceptions will be made on an individual basis at the discretion of the urologists.

Documentation

  • Documentation of communications is required to fulfill our medico-legal duties.

  • All information placed into the medical record is considered a legal document and may be subject to subpoena in the future. Please keep the entries professional and brief.

  • Please refer to specific job descriptions for more information.