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Playbook 6 min· intermediate
Registration downtime — first 15 minutes
Switch to paper, capture identity, log timestamps.
When to use
Registration system is unresponsive for more than 3 minutes during open hours.
Steps
- 1Switch to paper
Pull the downtime registration form. Start a new patient line with arrival time.
- 2Capture identity
Name, DOB, presenting reason. Photo of insurance card if available. Nothing else.
- 3Timestamp + queue
Write arrival time at top of each form. Stack in arrival order at the front desk.
- 4Notify clinical
Tell triage nurse the system is down and to expect paper handoffs.
- 5Log to command center
One short message: scope, start time, headcount, contact.
What to say
- 'Paper starts now — I'll grab the form.'
- 'Names and arrival times only — nothing else.'
- 'I'll write the timestamp on every form.'
What to capture
- Arrival time per patient
- Headcount during downtime
- Time the system returned
Common mistakes
- • Waiting too long to switch.
- • Capturing too many fields on paper.
- • Forgetting to timestamp.
When to escalate
If downtime exceeds 15 minutes, escalate to command center with patient headcount.