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At UT Health Physicians, MyChart is the preferred method of communication between patients and their care teams, providing patients access to their health information online, anytime, anywhere. However, we may still encounter patient objections to activating their account and realizing the benefits. Wondering how to combat some common objections? Use these suggested responses to turn patient objections into MyChart activations.
Common objections:
- I don’t have a computer or smartphone.
- I hate technology.
- I don’t have time for this.
- I prefer to speak with my doctor versus receive messages.
Suggested Responses:
- Ok, I completely understand. Do you have a loved one who might have a device? We’d be happy to work with both of you to get you set up and comfortable.
- I understand, it can be frustrating and sometimes complicated. But I think you’ll find MyChart surprisingly easy to use, activation is fast and easy. Do you have a device? I’d be happy to work with you to get it set up and you feeling comfortable.
- I understand. I can send you an instant activation link to sign up – via text or email. Which would you prefer? I’ll also send you the link to our website where you’ll find a video to help you. If you have questions, please contact us.
- I understand, but I would like you to know that MyChart can be used to do many different things, including request appointments, view test/lab results, exchange messages with your provider, and have video visits. It is not intended to replace office visits with your provider, but it does provide the most efficient way for us to communicate. Knowing all of this, I can help you get set up if you are interested.
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Stars & Shields Spotlight: Alexandra Rodriguez, LVN
Rodriguez has been a nurse since 2009, joining UT Health San Antonio in June 2014. In this spotlight feature, read more about a day in the work life of this Gold Shield Award recipient, as well as her background and future aspirations.
Alexandra Rodriguez is a Licensed Vocational Nurse in Infectious Diseases and Nephrology at the Medical Arts and Research Center. Rodriguez graduated from Schreiner University with a nursing degree in 2009 and began her career at a private family practice in Boerne before joining UT Health San Antonio in June 2014.
As a child and adolescent, Alexandra Rodriguez spent a significant time in and out of hospitals suffering from epilepsy. But in 2007, she underwent two major brain surgeries that have allowed her to be seizure-free to this day. She came out of the experience inspired by the nurses and physicians who made a great impact on her life, and knew she wanted to work in healthcare to be able to do the same for others.
Today, Rodriguez has fulfilled her aspiration as a licensed vocational nurse. She works with physicians in Nephrology and Infectious Diseases, spending much of her day in clinic or sometimes assisting with patient communication. She is no stranger to excellent patient care. In 2020, she was a Gold Shield Award recipient and received patient satisfaction awards. Rodriguez says she is proud to know she has made a positive impact in others’ lives.
"It's very busy but every day is different, and I love that,” Rodriguez said. “My wonderful coworkers and patients are my favorite thing about the job. They make going to work every day such a joy. I am truly blessed to work with such positive and inspiring individuals.”
Rodriguez is especially thankful for the physicians she has had the opportunity to work with at UT Health because she has obtained a wealth of knowledge working alongside them. She described them as “the greatest mentors and role models I could ask for.” As a healthcare worker during COVID-19, Rodriguez not only recognizes the circumstances under which herself and her colleagues have provided care, but also the circumstances and struggles of others. To that end, her care for others extends beyond the clinic.
“If I was given a million dollars, I would first treat all my coworkers to a vacation—because we need it after this crazy year,” she said. “With the rest I would help as many San Antonio families that have been affected by COVID-19 as possible.”
In January 2020, Rodriguez welcomed her first child. While she had her challenges as a new mother during the pandemic—one of them being returning from maternity leave in March 2020—she was ultimately glad that no one in her household contracted the COVID-19 virus, something she attributes to the safety measures implemented by UT Health early on.
“I’m now back to working full-time, but I have a new one-year-old at home,” Rodriguez said. “Every free minute I have I spend with my daughter. Watching her learn new things is my favorite hobby right now!”
While Rodriguez has fulfilled her aspiration of working in healthcare, she doesn’t plan on stopping there. In the future, she plans to further her studies to become a registered nurse. “I would love to be able to continue working with UT Health as a clinic manager once I further my education,” she said.
UT Health Physicians Stars and Shields Awards recognize the practices, providers, clinical teams and staff who consistently go above and beyond to live out our promise to provide every patient with an exceptional patient experience. To recognize a UT Health Physicians’ coworker for their outstanding work in providing excellent, patient-centered care, nominate them to receive a Silver Star award at www.uthealthcare.org/stars.
Know your risk: Diabetes Alert Day is March 23
Could you have diabetes and not know it? One in four Americans is unaware that they are living with diabetes. Understand your risk and learn more about diabetes from Dr. Ralph DeFronzo, endocrinologist with UT Health Physicians.
The Marketing, Communications and Media service catalog offers a simple, one-stop location for easy access to marketing services including graphic design, photography, video production, writing, editing, media and public relations, event promotion, marketing, sales and service campaigns and much more.
The automated system will route requests to a marketing team member who will help tailor efforts that are right for you. You can track the status of your request, upload documents, communicate with the team and eliminate back-and-forth emails.
Similar to IT, Business Services and HR, the Marketing & Communications tab will be located in the upper ribbon of My Service Center and will take you to our service catalog with a list of services. There will be an outline of key contacts, roles and responsibilities, specific services for each functional group within the department and links/tabs that will allow you to engage those services.
How to use My Service Center for Marketing, Communications and Media services:
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Use My Service Center to access all marketing and communications services. Navigation in My Service Center is user-friendly with “easy buttons” for popular and common services.
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Click to open My Service Center. Then, click on the Marketing & Communications button on the top menu bar to access the catalog of services. Identify the service needed and “Request Service,” follow the prompts. A team member from the Marketing, Communications and Media department will contact you within one to two business days to discuss your project.
The Marketing, Communications and Media Department is excited to serve you and provide robust marketing counsel, products and services to help you acquire new patients, students, residents or clinical trial participants; to promote your events; stimulate growth of clinical services and educate your select audiences.
A simple guide for requesting marketing services through My Service Center can be viewed here.
Volunteers needed for COVID-19 vaccine clinics
The state has designated UT Health San Antonio’s clinical practice a vaccine hub. Volunteers are needed to assist patients, especially older patients, as they arrive on campus to receive the COVID-19 vaccine.
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COVID-19 hotline, testing and vaccine information
If you are feeling sick or think you may need a COVID-19 test, the COVID-19 hotline (210-450-8000) is available to serve you. FAQs about the vaccine, including how to reschedule if you missed your appointment, are also available on our COVID-19 website.
Dedicated to our health care heroes
Messages of encouragement and support for our staff and providers are constantly posted on our Impact site. Read the notes or write one of your own!
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W-2 forms now available online
Your W-2 forms are now available for viewing and printing. Click on the Paycheck & W-2 link at the top of the My UT Health intranet to login and access your forms. If you didn’t consent to receive your W2 electronically, a paper form has been sent to your current mailing address. Reprints will be available after Feb.14, 2021.
With permission from your medical director, UT Health Physicians staff are invited to have some fun with fashion every Friday this October.
Friday, Oct. 16: Spirit & Scrubs
Show your UT Health San Antonio spirit on Orange Out Friday. Wear a spirit week t-shirt with your blue scrub bottoms. Post your pride on social using #UTHealthSAPerformance.
Friday, Oct. 23: Fashion for a Cause
October is breast cancer awareness month. Wear a pink top or breast cancer support shirt with your blue scrub bottoms.
Friday, Oct. 30: Halloween Eve
Wear a pink/breast cancer awareness shirt. Or, wear your work-ready Halloween costume.
Keep these rules in mind:
- Employee ID must be worn
- Employee must be easily identifiable
- Wear approved masks only. Patient-facing staff must wear surgical masks.
- No scary or inappropriate costumes. It must be young-child friendly.
If you have any questions, please speak to your manager. Or, contact Casey Peterson.
Dear Faculty and Staff,
It’s been a little while since my last update. That’s good news for it means we’ve had no new crises. Let me start with a big THANK YOU as we continue to work shoulder-to-shoulder on the challenges imposed by this ongoing COVID-19 pandemic. It’s certainly not over, yet we are beginning to see glimmers of hope on the horizon. This is all due to your continued dedication to the mission of caring for our patients during these most trying times. So again, thank you.
As we prepare for this next phase of this pandemic, school/university re-openings and high-volume rapid turnaround COVID tests are taking center stage. Here are a few important updates:
A Note on Predicting the Next COVID Surge
Sg2 was quite helpful in predicting the last surge. However, there are two new variables which impact this model (or any model for that matter) – uncertainties related to seroprevalence and the impact of school openings.
Nevertheless, Sg2 predicts if current mitigation levels of masking, distancing, and testing are maintained we can anticipate a steady rate of COVID hospitalizations during and after schools reopen this Fall. However, during this time frame the citywide COVID census is not predicted to pose high stress levels on our health care system compared to the last surge. This projection will be closely monitored and modified as more information becomes available.
What About the Flu?
The impact of influenza this winter is not clear, so we will be watching it closely. We do anticipate some individuals will get co-infected with both COVID and influenza, in which case they will be at high risk for poor outcomes including death. We strongly encourage everyone get a flu shot this Fall. Information on vaccine administration at UTHP sites and Wellness 360 will be made available soon. In the event you become ill, you should immediately contact your supervisor, stay home, call your PCP, and promptly obtain flu and COVID testing. Again, we encourage everyone to maintain masking, distancing, and handwashing since these measures also reduce the likelihood of getting the flu (although they are not a substitute for getting the flu shot).
A Few Important Notes on COVID Testing
1. Reporting of Ambulatory Results
a. For tests ordered from UT Epic. In order to improve turnaround times, COVID test results are now auto-released through MyChart at 24 hours (rather than manual release). Likewise, UT lab personal are no longer calling positive results to ordering providers. This will give the lab more time to focus on test throughput and turnaround times.
b. For tests ordered from UHS Epic or through the Standing Delegated Nursing Order at the Pavilion. Results are routed to your UHS Epic in-basket. Pre-procedure + COVID results will continue to be called to the ordering proceduralists. If you are experiencing something different, please let me know.
2. If you work in the PCC, Geriatrics Clinic, or Mays Cancer Center (locations where frequent COVID testing is performed), COVID tests not only populate the ordering provider’s in-basket, but now also a clinic-specific COVID in-basket. This gives on-call providers easy access to results afterhours.
3. Repeat COVID Testing is not indicated for Follow Up of Positive Pre-Procedure Tests. Instead, we endorse a symptom-based strategy for moving forward with rescheduling the procedure (see first attachment for updated UT Health guidance). This is consistent with the CDC guidelines and UHS Policy (see attachments two and three which have also recently been updated, OR click this link to access UHS COVID Clearinghouse). Also, if a patient had a + COVID test done at an outside facility, it would be helpful for the patient to bring the official copy of the result so it can be uploaded into our EMR. If we have such documentation, we will not require re-testing which the patient will appreciate. One can only stand having a swab stuck up his or her nose so many times.
A Note on Clinic Costs and Scanning Notes
Remember, clinics are charged a few cents for every page sent for scanning. One way to keep clinic costs down is by minimizing scans. Instead of sending the full hospitalization record for scanning (which may include blank pages, demographics, etc), consider just scanning the most relevant reports. That’s not just good for business during these hard times, but it also prevents chart bloat which thereby allows important information to be found more readily. Another option is for the clinic to do its own scanning. Please speak to your Practice Manager for more details. Sorry to end with something so mundane.
Please contact me for any questions.
Thank you for all you do.
B
Bob Leverence, MD, FACP
Chief Medical Officer
Kayaking through COVID
Facilities management executive director, Raymundo Rivera, shares how the limitations of COVID-19 brought an opportunity for him to get closer to his family.
2021 Best S.A. Doctors and Dentists - Deadline is Nov. 30
Scene in S.A. magazine will soon publish its "S.A. Physicians, Surgeons & Dentists: Best of 2021" section, and it's fitting that UT Health San Antonio have a solid representation in the issue. All providers are encouraged to nominate their peer physicians, surgeons and dentists to be listed.
Stars and Shields Awards
Excellence deserves recognition. Nominate your outstanding coworkers for a UT Health Physicians Silver Star Award.
Go Red! National Wear Red Day is February 5
Join us in support of American Heart Month by wearing a red shirt with scrub bottoms on National Wear Red Day: Friday, Feb. 5, to bring awareness to heart disease as a leading cause of death for Americans, especially women.
Download the flyer with guidelines here.
Join us in support of American Heart Month by wearing a red shirt with scrub bottoms on National Wear Red Day: Friday, Feb. 5, to bring awareness to heart disease as a leading cause of death for Americans, especially women.
Guidelines for red shirts are as follows:
- No large brand names or logos allowed.
- No obscene words, gestures or symbols allowed.
- If an employee’s shirt is deemed inappropriate for the workplace, they will be sent home to change and vacation leave will be used to make up their time.
Employees are also encouraged to share photos in the their red shirts on social media by tagging @UTHealthSAphysicians on Facebook and using #WearRedDay #GoRedforWomen.
Take a virtual tour of the new Barshop Institute
Take a virtual tour of the Sam and Ann Barshop Institute for Longevity and Aging Studies, hear about some of the important research being performed in the laboratories in this nationally renowned center and learn about the legacy of the Barshop family on advancing care for Texans.
President's message regarding state mask mandate and occupancy limits
by William L. Henrich, MD, MACP, President and Professor of Medicine
Our fight against COVID-19 at UT Health San Antonio will remain consistent. As essential workers who serve patients every day – many of whom are among the sickest in our community – we must always prioritize safety.
Dear Faculty, Staff, Students and Residents:
Yesterday afternoon we learned Texas will be lifting its state mask mandate as well as lifting business occupancy limits effective March 10.
Organizations, retailers, restaurants, sporting organizations, churches and schools are now interpreting what this means for their respective populations and how they will handle for their employees as well as their patrons. Approaches will vary and will differ city to city, place to place.
Our fight against COVID-19 at UT Health San Antonio will remain consistent. As essential workers who serve patients every day – many of whom are among the sickest in our community – we must always prioritize safety. We will continue with our current safety protocols and require masks on campus for employees, students and visitors. We will continue to require temperature screenings upon entry to campus buildings and maintain our disinfection protocols.
We serve as the region’s expert and advocate in how prevention strategies (masking, handwashing, personal distancing) have been most effective in reducing the spread of COVID-19. The pandemic is far from over and we should not let our guard down now. As a health institution that exists to care for and protect the health of our community, and train the next generation of health care workers, it is our responsibility to take actions that we know through science help reduce the spread of this disease.
Spring break arrives next week and likely will include travel for an unvaccinated population. Easter is right around the corner, so please remain vigilant about personal prevention measures. We do not want a repeat of last year’s activities that amplified transmission. We must do everything we can to limit a resurgence of this virus that has killed more than 43,000 people in Texas so far.
UT Health San Antonio continues our vital work of vaccinating thousands of San Antonians each week to try to attain herd immunity levels: so far, we have given over 61,000 doses of COVID-19 vaccine that are safe, effective and working. We are developing a mobile health unit to serve our hardest-to-reach community members. Experts at our university are studying viral variants and the rising prevalence of some strains. Infectious disease teams are rapidly preparing to study sequencing with detailed epidemiological analysis to investigate associated SARS-CoV-2 infections and inform infection control measures, as well as continually evaluate the immunity of COVID-19 and how long it may last.
Our faculty members continue to serve on citywide committees that advise city and county officials and will continue serving in those roles.
Let’s continue to do all we can together to defeat COVID-19. Encourage everyone to get a vaccine when able, wear your mask, maintain hand hygiene and keep a safe personal distance.
With respect and appreciation,
William L. Henrich, MD, MACP
President and Professor of Medicine
Stars & Shields Spotlight: Melva Andrews, OTR, CLVT, MBA
With decades of experience in the field, Andrews found her home at UT Health San Antonio in 2003. In this spotlight feature, read more about a day in the work life of this Gold Shield Award recipient, as well as her background and future aspirations.
Melva Andrews is an Occupational Therapist and Certified Low Vision Therapist at UT Health San Antonio's Lions Low Vision Center. With decades of experience in the field, Andrews has worked in three states, including Texas, before finding her home at UT Health San Antonio in 2003. She holds a BA in Occupational Therapy and an MBA with an emphasis on Healthcare Management.
If asked at her high school graduation what she wanted to be when she grew up, Andrews would have said a psychologist. But an assessment in her early college years of her likes, dislikes and personality revealed that her traits were consistent with an occupational therapist, ultimately changing her career trajectory and setting her on a path to become a low vision occupational therapist.
“I have always been interested in interacting with and helping people,” Andrews said. “I’ve been drawn to listening to people’s stories, and for those whose stories involve difficulty resuming participation in tasks that are meaningful to them, I have been inclined to help solve problems that will enable them to resume doing what matters to them.”
A day in Andrews’ work life revolves around educating and providing solutions. As a low vision occupational therapist, she is mindful of how vision and the implications of vision loss make participation a challenge. Andrews says her favorite thing about her job is twofold: making lives better through excellence in healthcare and having the opportunity to live out UT Health’s core values, both as a clinician and as an employee.
“Every day, I get to make a difference in a person’s life,” she said. “I get to listen and serve people who, in most cases, are newly vision impaired. I get to be a part of helping them learn to adjust to the changes in their lives.”
While Andrews is passionate about her work, it has not come without challenges. Like many other healthcare workers, she has had to overcome hurdles during the COVID-19 pandemic. She has seen firsthand the healthcare disparity among the visually impaired population. Many older patients have trouble using technology, some may even be strangers to the digital age. In a time like COVID-19 when many things have gone online, it’s become even more challenging for these patients to receive care. Andrews has taken it upon herself to help those who may be struggling with technology through direct follow-ups with older patients, often offering one-on-one walk-throughs and assistance.
“Every day that I help a patient is a proud accomplishment, even if it’s in a small way,” Andrews said. “Some moments, like when a patient articulates how their life was changed by an experience at our clinic, are extra proud accomplishments.”
Andrews goes above and beyond in her role at UT Health San Antonio providing compassionate care to patients, but also holds compassion for those outside of her professional life. When asked how she would spend a million dollars, she replied: “I would give some to my church, pay my family members mortgages and the rest I would set up as a foundation to help other people and organizations in need.”
In her spare time, she enjoys being outdoors and taking walks or hikes in peaceful environments. Andrews also enjoys making crafts out of recycled items. She even dreams of traveling to the South of France one day, inspired by a book she read. If she could give advice to her 15-year-old self it would be: "keep going, keep striving…the best is yet to come."
In the future, Andrews anticipates working in low vision rehabilitation and hopefully, still here at UT Health. She also hopes to be a part of any potential growth in low vision rehabilitation at the institution.
UT Health Physicians' Stars and Shields Awards recognize the practices, providers, clinical teams and staff who consistently go above and beyond to live out our promise to provide every patient with an exceptional patient experience. To recognize a UT Health Physicians coworker for their outstanding work in providing excellent, patient-centered care, nominate them to receive a Silver Star award at www.uthealthcare.org/stars.
Celebrating our winter storm heroes
In the midst of a year battling the COVID-19 pandemic, San Antonio and Texas went through a week of subzero wind chill resulting in no water, no power and no heat. And, as has become the norm, our UT Health San Antonio community mobilized on a heroic scale.
Go Green for March 17
You're in luck! UT Health Physicians employees are invited to celebrate St. Patrick's Day by wearing a green shirt with blue scrub bottoms on Wednesday, March 17. Certain guidelines apply and participation is optional.
UT Health Physicians employees are invited to celebrate St. Patrick's Day by wearing a green shirt with blue scrub bottoms on Wednesday, March 17.
Please take note of the following participation guidelines:
- No large brand names or logos allowed.
- No obscene words, gestures or symbols allowed.
- If an employee's shirt is deemed inappropriate for the workplace, they will be sent home to change and vacation leave will be used to make up their time.
View and download the flyer here.
Precautions still urged for the vaccinated
With the COVID-19 vaccine now widely distributed throughout campus and beginning to circulate throughout the community, questions remain regarding best safety precautions and practices for vaccinated individuals.
"Sending you congratulations on your Saturday scheduled COVID injections for your patients. My husband and I were totally pleased and amazed with how the entire process was handled. Your staff was completely professional and organized. Our entire time from start to finish was 20 minutes, including our 15 minute observation time. Y'all rocked it!"
-Sandi
Just wanted to thank you for getting me my COVID vaccine shot today! Also, I don't know who was responsible for organizing the MARC today for all of us getting our shots but he/she/they are to be congratulated! It was a super good job of organizing EVERYTHING! No waiting, nurses helping all along the way, everything going so smoothly. A great job!"
-UT Health patient
"Kathy and I were able to get our first COVID vaccines today. Just wanted to commend the organization and well-planned procedure. It could not have gone better."
-Bob
"Jan and I received our COVID shots yesterday, and I will report that it was the best run operation I have ever experienced. We arrived a half hour early because we thought the garage would be a disaster, the lines would be long and wait times would be frustrating. I could not have been more wrong. The staff was efficient, friendly, courteous and kind--though their feet HAD to hurt and the scope of the effort seemed overwhelming. I am beyond impressed. Kudos to the planning, staffing and execution of this daunting task. The MARC needs to explain to the feds how to run a perfect campaign."
-David
"I had my first COVID vaccine Saturday and I have to commend your team for an amazingly efficient operation. I walked in and out in less than 5 minutes, then just had to wait 15 minutes to monitor for side effects. For a task the scope of this endeavor, it’s a comfort to know the professionalism behind the planning and execution of this vital community undertaking. Congratulations to all involved."
-UT Health patient
"We have been absolutely enthralled with the unbelievable experience(s) we have encountered at the Shavano Clinic. First was our PCR test scheduling back in Oct./Nov. with super special handling and then when we returned from the Maldives just a few days ago and had another PCR test with results that evening and a vaccination the next day! The customer service, attention to detail and follow up (she called to see how we were feeling after the shot and how my foot—small problem—was doing) is over the top! Please, please, please give Maria a great big pat on the back and recognition for being simply the best!! You have an outstanding team and should be very proud of them."
-Peter & Susanne
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