Case Management
What are the Blue Sheet rules for follow-up calls?
Organization ApprovedSource Verified
Summary
Every patient who misses a scheduled appointment without rescheduling goes on the Blue Sheet and is called per the call schedule until rescheduled. CAs try for 3 days, then the patient drops to Dr. Calls.
- 1Every patient who misses a regularly scheduled appointment and has not rescheduled is placed on the Blue Sheet and called per the call schedule until rescheduled.
- 2Required fields: Day/Month/Date/Year, # Patients Transferred, Appt Date/Time/Type, Patient Name, Cell/Alt Phone #, Date R/S, Times Called, Reason for Missed Appt/Comments, Dr. Calls, Staff Comments, and Dr. Comments.
- 3For each call time noted there must be a corresponding comment (NA = No Answer, LM = Left Message) plus the CA's initials; only one message is left per day.
- 410-Minute Rule: call a late patient at 10 minutes past the scheduled time; if unable to reschedule, shade the box blue and add them to the Blue Sheet with the exact attempt time, result, and CA initials.
- 5NP No Show follows the same 10-Minute Rule; note “mktr/atty informed” if applicable, and the doctor should PRN a patient who will not return.
- 6Times Called: log the actual time called under the applicable column (any call before 2:00 goes under 9:00, before 5:00 goes under 2:00); each logged time needs a comment and CA initials.
- 7Left Message: keep calling per the schedule but leave only one message per day; if a message is left with a person, set the next call time per what they say and note it (e.g. “LM back @ 3:30”).
- 8Disconnected or No Phone #: pull the chart for alternate numbers, try text/email if needed, note “no #” and place on Dr. Calls, and notify marketer/attorney if applicable — this does not fall under the 3-Day Rule.
- 93-Day Rule: CAs attempt to reschedule for 3 days; on day 4 the patient drops to Dr. Calls noted “3 Day Rule,” and the doctor attempts 3 more days (6 total) before noting Pink, PRN, or Rel.
- 10# Patients Transferred: circle boxes without an R/S date or Pink/PRN before transferring to the next day's Blue Sheet; the circled count must match the “# of Patients Transferred” figure.
- 11Cracks: when completed each Tuesday, add all Cracks to the Blue Sheet and contact them as usual; write “CRACK” across the appointment date and time and note the type of appointment missed.
- 12If a Crack results from failing to Pink a patient on time, add them to the Blue Sheet, note the date they should have been Pinked, and Pink the patient immediately. Watch for any two-week gap in treatment as a developing Crack.
Important
Every patient must be on the Appointment Book, on the Blue Sheet, or discharged (pinked). At closing, the Blue Sheet is attached to the Sign-In Sheet, Patient Day Sheet, and Nightly Checklist and filed.
Citation
CA Manual, Blue Sheet Policy, Purpose, Procedure, Rules 1–12; Cracks, p. Appointment Book · Revised 2/9/26Answers source the CA Manual first; the Medisoft guide is used only where the CA Manual does not cover the task.