Training Module 2

Module 2: The Red Carpet Entry (RCE) Visit

Module Overview
1.
2.
3.
4.
5.
6.

Learning Objectives
Overview of the RCE Visit
Scheduling the RCE Visit
Warm Handoffs
Delivering the RCE Visit
Next Steps

Learning Objectives

After taking this training module, you should be
able to…
1.

Identify the core components of RCE

2.

Conduct and recognize warm handoffs and how to improve handoffs

3.

Educate colleagues about the importance of warm handoffs and
how to perform a warm handoff

4.

Understand how to respond to different client scenarios (such as a
client does not have insurance)

5.

Create a plan to integrate the RCE into your clinic workflow

6.

Complete the RCE Readiness Worksheet
VIDEO TRAINING MODULES

4

Who Should Take This Training Module?

RCE
Champions

RCE
Concierges

Organization
Staff
who want to learn
more about RCE
VIDEO TRAINING MODULES

5

Red Carpet Entry

What is Red Carpet Entry?
Red Carpet Entry links newly HIV diagnosed and returning-to-care clients
to HIV primary care at your clinic.
RCE clients should feel that…

They are
welcomed by
staff

They are a top
priority

They have the
support and
resources they
need

Accessing HIV
care is easy and
efficient
VIDEO TRAINING MODULES

7

Benefits of RCE
You
• Access additional
resources to
support your clients’
needs

Your
Clients
• Increase access to
resources your
clients need to get
into and stay in care
• Improve your clients’
health through
antiretroviral therapy
(ART) and consistent
care

Your
Organization

Your
Community

• Improve the rates of
linkage to care and
retention in care

• Increase the rate of
viral suppression
• Reduce the
incidence of new
HIV infections
• Increase the
number of people
with an HIV
diagnosis who are
receiving care
VIDEO TRAINING MODULES

8

The RCE Client Journey
After receiving an HIV diagnosis…
Clients may feel…
•
•
•
•

• Uncertain
Afraid
Overwhelmed • Denial
• Ashamed
Stigmatized
or guilty
Hopeless

Clients may need…
•
•
•
•
•
•

Reassurance
Hope
Understanding
Information
To feel in control
To know their HIV diagnosis
doesn't define them
VIDEO TRAINING MODULES

9

The RCE Client Journey (cont.)
RCE helps address these challenges by:

Empowering clients
to manage their HIV
and stay in care

Opening the door to care,
facilitating personal connections
with the care team, and
demonstrating how easy and
supportive care can be

Connecting patients to
wraparound services to
support their entry into care
and their ability to stay in
treatment
VIDEO TRAINING MODULES

10

The RCE Client Journey (cont.)

VIDEO TRAINING MODULES

11

RCE’s Patient-Centered Approach
Active Client Engagement (ACE)

ACE is a patient-centered approach
to care that...
• Shows the client that they matter
• Empowers the client to take control
of their health by staying engaged
in care
• Can be practiced and applied
outside of RCE

Warm Handoffs

A warm handoff is a purposeful exchange
between staff members and the client to...
• Support the client as an active
participant in their care
• Establish a connection between client
and staff
• Lay a foundation for trust
• Allow the client to ask questions
VIDEO TRAINING MODULES

12

RCE Core Components

VIDEO TRAINING MODULES

13

Active Client Engagement

Active Client Engagement Components
ACE should be used throughout the RCE by…
Engaging the
client in a
collaborative
relationship with
the health care
team

Affirming the
client’s
experience by
giving ample
opportunities to
ask questions

Listening to the
client actively

Being highly
responsive to the
client’s needs

VIDEO TRAINING MODULES

15

Warm Handoffs

Warm Handoff Components
• A warm handoff should be used whenever you introduce the RCE client
to another staff member.
• A warm handoff includes…
• A caring greeting (such as a smile and a handshake)
• Exchanging names
• A description of the staff member’s role at the clinic
• An overview of how the staff member will assist the client and interact
with the client in the future
VIDEO TRAINING MODULES

17

Importance of Warm Handoffs
Warm handoffs are a key component to RCE for both implementation and
non-implementation staff.
A warm handoff...
Establishes a
connection
between the
client and
clinic staff

Supports
engagement
that lays a
foundation
for trust

Allows space
for the client
to ask
questions

Makes the
client an
active
participant in
their care

Prevents
possible
medical errors
caused by miscommunication

VIDEO TRAINING MODULES

18

The Difference a Warm Handoff Makes

VIDEO TRAINING MODULES

19

The Difference a Warm Handoff Makes

VIDEO TRAINING MODULES

20

Key Words and Phrases
• Which words or phrases would be good to use during a warm handoff?
• What words or phrases should you avoid using during a warm handoff?

Words or phrases to use

Words or phrases to avoid

VIDEO TRAINING MODULES

21

Teaching Others about Warm Handoffs
All staff who interact with RCE clients should be trained on conducting
warm handoffs so that clients always feel welcomed and supported.
To teach others about warm handoffs…
1. Describe the five components of the warm handoff
2. Model the difference between a warm handoff and a cool handoff
3. Have staff practice warm handoffs with other staff members

VIDEO TRAINING MODULES

22

Reflect

1. Do you already use any of the elements of a warm handoff in your
interactions with clients?
2. What are some opportunities that you can use to teach other staff
about warm handoffs?

VIDEO TRAINING MODULES

23

RCE Visit Overview

RCE Visit

VIDEO TRAINING MODULES

25

Key Staff for the RCE Visit
Clinic Champion
•
•
•
•
•
•

Oversees preparation
Secures leadership buy-in
Reviews RCE procedures
Monitors program fidelity
Supports RCE staff
Troubleshoots problems with the RCE
team

RCE Concierge
• Receives referrals from the CTR
Counselor and self-referrals
• Facilitates the RCE Visit
• Conducts outreach to clients who
missed their RCE Visit

HIV Specialist
• Introduces themself to the client
in a warm manner
• Answers the client’s questions
about HIV primary care
VIDEO TRAINING MODULES

26

Key Staff for the RCE Visit
HIV Navigator

Insurance Navigator

• Assesses and provides referrals for
wraparound services
• Can be fulfilled by the RCE Concierge, a
social worker, or a case manager

• Discusses financial assistance
programs or payment plan options to
help clients pay for their HIV care
• Can be fulfilled by the RCE Concierge, a
social worker, or a case manager

VIDEO TRAINING MODULES

27

Screening for RCE
Implementation Study

Screening for RCE Implementation Study
The RCE Concierge screens potential clients to determine RCE eligibility.
When to screen for RCE:
CTR Referrals
• Following the initial warm handoff from
the CTR Counselor
• Prior to scheduling the RCE Visit

Self-Referrals
• Following initial introductions
• Prior to scheduling the RCE Visit

VIDEO TRAINING MODULES

29

Screening for RCE Implementation Study (cont.)
• Use the screener in the RCE Implementation Manual (Appendix D) to
identify clients who are eligible to enter care through RCE and those
who are also eligible for the Implementation Study.
• If the client is not eligible for the Implementation Study, they should still
be provided with medical care through RCE.

VIDEO TRAINING MODULES

30

Scheduling the RCE Visit

Scheduling the RCE Visit
• RCE clients should be seen within 72 hours of referral.
• If the client cannot be seen within 72 hours, they should be seen as
soon as possible.
• RCE Visits should take place in a private space.
• A full medical visit is not required.

VIDEO TRAINING MODULES

32

Try it!

Client: Hi, I’m here
for Red Carpet
Entry.

RCE Concierge:

…

A client enters the clinic
and uses the phrase “Red
Carpet Entry.” As the RCE
Concierge, you confirm
that there is no medical
appointment availability
with the HIV Specialist in
the next 24 hours.
What do you do next?
Write down your answer.
VIDEO TRAINING MODULES

33

I’m sorry, but we do not have
an available appointment for
you today. Can I schedule
you for later this week?

Great! We will start your
RCE Visit right away. As
part of your visit today,
we will introduce you to
your HIV Specialist. At the
end of your visit, we will
schedule a follow-up
appointment with the HIV
Specialist for your full
medical visit.

VIDEO TRAINING MODULES

34

Potential Strategies for
Accommodating RCE Visits
• Extend appointment hours to include nights and/or weekends.
• Add additional staff members to accommodate new RCE clients.
• Have providers dedicate time blocks for RCE clients.

VIDEO TRAINING MODULES

35

Reflect

1. What challenges might your clinic encounter that would prevent
you from seeing patients within 72 hours?
2. How might you address these challenges?

VIDEO TRAINING MODULES

36

Delivering the RCE Visit

Client Journey Through their RCE Visit

Introduction
to the RCE
Concierge

Brief intake

Assessment for
wraparound
services

Financial
assistance/
benefits
discussion

Introduction to
their HIV
Specialist

Laboratory
tests

Visit wrap up

VIDEO TRAINING MODULES

38

RCE Visit Goals
•
•
•
•

Make clients feel welcomed, supported, and empowered.
Limit the amount of time the client spends at the clinic.
Limit the number of people with whom the client interacts.
Minimize waiting time, including time spent alone or in the waiting
room.

VIDEO TRAINING MODULES

39

Pop Quiz
What are the four goals of the RCE Visit?
Write down your answer.

1.

3.

2.

4.

VIDEO TRAINING MODULES

40

Check Your Answer
What are the four goals of the RCE Visit?
Answers
1. Make clients feel welcomed,
supported, and empowered

3. Limit the number of people with
whom the client interacts

2. Limit the amount of time the
client spends at the clinic

4. Minimize waiting time (spent
alone or in waiting room)

VIDEO TRAINING MODULES

41

Orientation with the RCE Concierge
The RCE Concierge should introduce:
Yourself

Red Carpet Entry

The Clinic

• Reiterate your name
and role
• Describe your future
involvement in the
client’s care

• What to expect at
the RCE Visit,
including scheduling
the next visit
• The benefits of RCE
and what it means to
be an RCE client
• Provide the RCE
palm card with the
RCE Concierge’s
name and phone
number

• Ask if the client had
any issues with
parking or finding
the clinic
• Provide a brief
orientation to the
clinic
• Describe the care
team and the roles
of each member

The Implementation
Study
• Briefly introduce the
Implementation
Study
• Let clients know that
they can learn more
about this voluntary
opportunity at the
end of their RCE
Visit
VIDEO TRAINING MODULES

42

Brief Intake
• The brief intake should take less than 30 minutes.
• Only collect the most important information necessary for entry
into care.
• Other information can be collected at the next appointment.

VIDEO TRAINING MODULES

43

Reflect

1. What information is essential for your clinic to collect during the
first interaction with an RCE client?
2. Will your clinic need to adapt any forms or processes to reduce the
amount of time the process takes?

VIDEO TRAINING MODULES

44

Wraparound Services
Clients should be screened and referred to the following
services, if appropriate:
• Patient navigator services
• AIDS Drug Assistance Program
• Medical and social insurance
assistance
• Adherence counseling
• Medical case management services
• Mental health services

• Substance use services
• Nutritional assistance
• Medical transportation services
• Housing support
• Childcare
• Employment assistance

VIDEO TRAINING MODULES

45

Reflect

1. What services or referrals does your clinic currently provide?
2. How does your clinic currently screen patients for wraparound
services? Who will handle screening during the RCE Visit?

VIDEO TRAINING MODULES

46

Financial Assistance/Benefits Discussion
• A Financial Counselor/Insurance Navigator* should
meet briefly with the client to confirm their insurance
information:
• Consult with the client on how to apply for
insurance coverage.
• Notify the client of any financial assistance
programs or payment plans options they may
qualify for to help them pay for their HIV care.
• Clients without insurance should be reminded that
their initial RCE Visit and lab work are free and that
insurance is not required to participate in RCE.

*If needed, this role
can be filled by the
RCE Concierge, a
social worker, or a
case manager.

VIDEO TRAINING MODULES

47

Try it!
At their first RCE Visit, a
client tells you (the RCE
Concierge) that they do
not have insurance.

Client: I don’t
have insurance.
Can I still join
RCE?

RCE Concierge:

…

How do you respond?
Write down your answer.

VIDEO TRAINING MODULES

48

No problem! You can still join
RCE.

Thank you for letting
me know! You can still
join RCE, and we will
connect you with Eric,
our Insurance
Navigator. He will talk
with you today about
signing up for
insurance coverage and
about any financial
assistance programs
that you may qualify for.

VIDEO TRAINING MODULES

49

Meeting with an HIV Specialist
At minimum, the client should be greeted by an HIV primary care
provider, such as a physician, nurse practitioner, or physician
assistant:
• The provider does not need to become their primary provider
• The client should have the opportunity to ask the provider
questions
• The purpose of this introduction is to make the client more
comfortable interacting with a primary care provider

VIDEO TRAINING MODULES

50

Laboratory Tests
All clients should receive confirmatory viral load testing and any other lab
tests necessary to assess their medical status.
• Clients should receive lab tests regardless of insurance status. All lab
work conducted during the initial RCE Visit is free for the client.
• Clients should be encouraged to attend their next appointment to
receive their test results and discuss next steps with their care.

VIDEO TRAINING MODULES

51

Visit Wrap Up
1. The client should be allowed time to ask the RCE Concierge any
remaining questions about their HIV diagnosis, next steps, and clinic
services.
2. The RCE Concierge should confirm with the client the time and date of
their next appointment and who the client will be interacting at that
time.

VIDEO TRAINING MODULES

52

Visit Wrap Up—Study Consenting
• The RCE Concierge should return to the topic of enrollment in the RCE
evaluation, making sure to…
1. Review the purpose of the evaluation.
2. Provide an overview of what the client's involvement would entail.
3. Remind the client that participation in the evaluation is not
necessary to receive HIV care through RCE.
4. Review consent and HIPAA authorization forms (available in Spanish)
and obtain the client's signature if interested.
5. Provide the client with a $25 gift card upon completion of
enrollment.
6. Record the date and time of consent in the clinic's Access Database.
VIDEO TRAINING MODULES

53

Summary

VIDEO TRAINING MODULES
54

Core Components of RCE
1. A referral network with partner organizations
2. A discreet phrase to request RCE service
3. An RCE Concierge who receives referrals
4. An RCE Visit within 72 hours of the client’s referral
5. RCE Outreach and Reengagement
6. Active Client Engagement and warm handoffs

Warm Handoffs
Warm handoffs should be used throughout RCE to introduce clients to
staff members, whether the staff member is present or not.
They include:
• A caring greeting (such as a smile and a handshake)
• Exchanging names
• A description of the staff member’s role at the clinic
• An overview of how the staff member will assist the client and interact
with the client in the future
• The current status of the client’s care and what will happen next

VIDEO TRAINING MODULES

56

Educating Colleagues About Warm Handoffs
1. Describe the five components of the warm handoff
2. Model the difference between a warm handoff and a cool handoff
3. Have staff practice warm handoffs with other staff members

VIDEO TRAINING MODULES

57

The RCE Visit
Scheduling

• RCE Clients should be seen within 72
hours of referral
• If the client is not available, schedule
the visit as soon as possible
• A full medical visit is not required

Delivering the RCE Visit
All visits should be conducted in a
private space and include…
• Introduction to the RCE Concierge
• Brief intake
• Assessment for wraparound services
• Discussion of financial assistance and
benefits
• Introduction to their HIV specialist
• Laboratory tests
• Visit wrap up
VIDEO TRAINING MODULES

58

Next Steps

VIDEO TRAINING MODULES
59

Integrating RCE into the Clinic Workflow
Determine how the RCE Visit will fit into your clinic’s workflow:
• How will your clinic accommodate RCE Visits into your schedule?
• How will your clinic absorb or be reimbursed for the costs of the
confirmatory viral load tests for clients without insurance at the time of
the RCE Visit?
• Does your clinic need to identify additional resources for wraparound
services?
• Do you need to obtain leadership support or approvals to acquire
resources or make policy changes?
VIDEO TRAINING MODULES

60

Complete the Readiness Worksheet
The RCE Readiness Worksheet assesses your clinic’s capacity for
implementing RCE and helps identify changes that may need to be
made.
The RCE Readiness Worksheet assesses:
• Organizational motivation
• Clinic capacity
• Client population
• External environment
VIDEO TRAINING MODULES

61

Complete the Readiness Worksheet
Instructions: Consider each question
below and indicate (Yes/No) whether
your clinic meets these indicators for
organizational readiness. If you answer
no to any of the questions, decide on
concrete actions you can take to
change your answer to yes and write
those actions in the Comments/Next
Steps column. Refer to the RCE
Implementation Manual for suggested
effective strategies.
VIDEO TRAINING MODULES

62

To Learn More
More information about scheduling and delivering the RCE Visit can be
found in Chapter 3 of the RCE Implementation Manual.

VIDEO TRAINING MODULES

63

Questions

VIDEO TRAINING MODULES
64