Reconcile the shift handoff
See this course’s project requirements
A fictional referral tracker with status evidence, contact scripts, overdue-item escalation notes, and a checked shift handoff.
Keep your working files in your own notebook or software. Save a private description, checklist, and work link in My Proof.
What to include
- A role map and nonclinical escalation script.
- A completeness screen with pending reasons and owners.
- An administrative status script and contact log.
- A status tracker with the evidence needed next.
- An overdue-task review and factual escalation note.
- A final referral packet and reconciled shift handoff.
Review and revise
Use these criteria to check your work and choose what to improve.
- Every required section is present and traceable to the supplied case facts.
- Decisions separate known facts, assumptions, and unresolved questions.
- Records, calculations, and instructions agree with each other and the stated rules.
- The final revision addresses a changed case and explains what someone should do next.
Want more background?
The idea in everyday life
At shift end: F1 PENDING destination; F2 BOOKED; F3 AWAIT-REPORT; F4 AWAIT-REVIEW; F5 CLOSED after Lee acknowledgement and recorded follow-up; F6 SENT awaiting appointment reply. Six total cases. Next-shift assistant Sam accepts administrative tasks. Lee retains clinical decisions. No new patient information is needed.
A handoff should preserve each open loop, not just the total number of cases.
Reconcile the shift handoff — guided practice
Build a final packet with accurate counts and clear ownership.
Use a text editor, a free document editor, or paper. Start from the following fictional records; they reset this lesson even if your earlier answer differed. At shift end: F1 PENDING destination; F2 BOOKED; F3 AWAIT-REPORT; F4 AWAIT-REVIEW; F5 CLOSED after Lee acknowledgement and recorded follow-up; F6 SENT awaiting appointment reply. Six total cases. Next-shift assistant Sam accepts administrative tasks. Lee retains clinical decisions. No new patient information is needed.
1. Count the states
Count closed and unresolved cases.
You should see: 1 closed and 5 unresolved, totaling 6.
A reconciliation catches missing or duplicated records.
2. Write next actions
State the missing evidence for each unresolved case.
You should see: F1 destination; F2 attendance; F3 report; F4 review; F6 appointment reply.
A status label alone may not tell the next worker what to pursue.
3. Assign ownership
Transfer permitted administrative follow-ups to Sam; keep clinical decisions with Lee.
You should see: Sam owns tracking; Lee owns destination/review decisions.
Responsibility changes should not expand role authority.
4. Assemble the packet
Combine role map, completeness check, scripts, status evidence and handoff.
You should see: One fictional referral packet with consistent IDs and five open tasks.
The final artifact should tell a coherent story across all six lessons.
What to finish
A final referral packet and reconciled shift handoff.
Watch for this
Reporting “five open” without identifying which cases and next actions.
How can I tell I understand it?
Check your result against the worked example, then explain the changed case without using an unstated assumption.
Quick knowledge check
Answer all 3 questions. Get at least 2 right and the lesson completes automatically.
You’ll get an explanation for each answer. Signed in? Your results save to your account.
Pass the check. We’ll save the progress.
Answer all 3 questions above and get at least 2 right. You can review the explanations and try again.
Go to the knowledge checkOptional course overview video · same video as Lesson 1
Systems Change: Understanding Your Workflow Processes to Prepare for System Change
From AHRQ Primary Care. Watch here or open it on YouTube .
Optional course overview. Follow the written steps below at your own pace.Tools, templates, and lesson sources
Tools and templates
Tools open in a new tab so you can keep your place here.
Sources and further reading
Explore the references behind this lesson.
Source & access notes · checked 2026-09-12
Inspected referral agreements, tracking, information return and patient assistance. Clinical actions in the source are not assigned to learners.
Access: Public page inspected without an account.
Reuse: Reference link only. Course prose and practice data are original; no third-party text, figures, or templates are reproduced.
Source & access notes · checked 2026-09-12
Inspected accessible communication, telephone processes and contact assessment.
Access: Public page inspected without an account.
Reuse: Reference link only. Course prose and practice data are original; no third-party text, figures, or templates are reproduced.
Source & access notes · checked 2026-09-12
Inspected role-based access and explicit exceptions, including provider disclosures for treatment. No blanket minimum-necessary rule is taught.
Access: Public page inspected without an account.
Reuse: Reference link only. Course prose and practice data are original; no third-party text, figures, or templates are reproduced.
Report a problem with this lesson
Tell us what went wrong. Please leave out personal information and private project contents.