Conducting Warm Handoffs

A warm handoff is a transfer of care between two members of the health care team, where the handoff occurs in front of the patients and family members. This creates transparency and allows patients and family members to engage with the health care team. A warm handoff can occur between any two members of the health care team, including clinicians, medical assistants, front and back office staff, and members of the extended care team (e.g., pharmacist, diabetic nurse educator, social workers).

CNY Care Collaborative's Conducting Warm Handoffs Course Overview

Course Description:

This course will help organizations understand what constitutes a warm handoff, when to use it and why they should use it. Participants will also learn the tools and best practices for a warm handoff as well as perform a successful warm handoff.

Course Objectives:

At the end of CNYCC’s Conducting Warm Handoffs course training, participants will be able to: 

  1. Understand what constitutes a “warm handoff’
  2. Understand when and why to use a “warm handoff’
  3. Learn tools and best practices for “warm handoffs’
  4. Know how to successfully conduct a “warm handoff’

 CNYCC Performance Activity or Milestone

This training will be used to satisfy the requirement for Milestone #3 of the Primary Care/Behavioral Health Integration Project (3ai) and Milestone #13 of the Cardiovascular Disease Management Project (3bi), both due on 3/31/2018. The “Warm Handoff” training will support partners’ completion of PA_076 and PA_078 but is not required for either PA. Both of these performance activities are also due on 3/31/2018.

“Project Requirement 13: Follow up with referrals to community based programs to document participation and behavioral and health status changes. Metric 2: PPS provides periodic training to staff on warm referral and follow-up process.”

“Project Requirement 3: Conduct preventive care screenings, including behavioral health screenings (PHQ-2 or 9 for those screening positive, SBIRT) implemented for all patients to identify unmet needs. Positive screenings result in "warm transfer" to behavioral health provider as measured by documentation in Electronic Health Record.”

"PA_076/PA_078: Implement the following as outlined in the latest iteration of the CNYCC Standards of Care document for 3.a.i Model 1/2:

Demonstrate that at least 90% of patients are screened using CNYCC approved tools

When appropriate, a comprehensive assessment is conducted for those patients that screened positive and a warm transfer is made

Demonstrate that screenings, results, alerts, and warm transfers are documented in the EHR and viewable in the individual patient record."

Partner Organizations not assigned this milestone are invited to utilize the course as a resource, if desired.

CNYCC “Conducting Warm Handoffs” Course

CNYCC partner organization employees will have access to CNYCC’s Conducting Warm Handoffs course via HWapps, CNYCC’s online Learning Management System licensed from Health Workforce New York (HWNY). The course includes one 21-minutes interactive video and a post-course evaluation.

Below you will find instructions on how partner organizations and their employees can access the Conducting Warm Handoffs course through HWapps:

Partner organizations will be asked to identify a Partner Administrator that will manage the training process for their employees, unless previously identified.

The Partner Administrator will be provided access to the HWapps Partner Administrator portal and may distribute the training to individual staff members (via the link below).

Once staff members click the link to access the course, they will be asked to sign in (if they have registered for a previous CNYCC course) or register as a new user. After signing in, participants can select Conducting Warm Handoffs to begin the course.

Staff members will then be required to view the entire interactive video presentation and complete the post-course evaluation.

Partner Administrators will have the ability to view and monitor the course completion status for their organizations’ employees through the HWapps Partner Administrator portal.

Please click the following link to CNYCC’s Conducting Warm Handoffs Course:

Additional Completion Opportunities for Conducting Warm Handoffs Course Requirements

If your organization would like to import the eLearning modules into your own Learning Management System or if your organization has limitations that will prevent employees from accessing embedded videos with audio, please contact [email protected].

For questions related to access for CNYCC’s Patient Identification and Hypertension Visit Scheduling Course, please contact [email protected].

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