FAQs

  1. What is the RACE telephone number?
  2. Where can I find up to date information on the specialty areas?
  3. What are the hours of RACE coverage?
  4. What specialty areas can be contacted through RACE?
  5. What is the billing code for specialists to bill?
  6. Can family physicians bill for using RACE?
  7. If I am a family physician/NP who practices outside of Vancouver Coastal Health Region (VCH/FHA), can I call the specialty areas in the RACE line that are not provincial services?
  8. Can Nurse Practitioners call the RACE line?
  9. I am an NP who works in a specialty clinic. Can I call the RACE line?
  10. What do I do if I don’t receive a call back from the specialist within 2 hours?
  11. How do I go about getting a specialty area set up on the RACE line?
  12. How quickly can I expect a call back from the specialist
  13. As an NP, what do I need to document from the phone call?
  14. Can I e-mail or fax a specialist for advice?
  15. Is RACE really cost efficient?
  16. What information do I need to give the specialist when I call?
  17. What will the specialist ask me when I call?

What is the RACE telephone number?

604-696-2131 or toll free 1-877-696-2131

Where can I find up to date information on the specialty areas?

Our website www.RACEconnect.ca has all the most up to date information.

What are the hours of RACE coverage?

  • Monday to Friday, 0800-1700
  • RACE is to provide support for family physicians during the hours patients are seen in their office.

What specialty areas can be contacted through RACE?

http://www.raceconnect.ca/specialty-selection-menu/

 

What is the billing code for specialists to bill?

Can family physicians bill for using RACE?

If I am a family physician/NP who practices outside of Vancouver Coastal Health Region (VCH/FHA), can I call the specialty areas in the RACE line that are not provincial services?

The service is set up to provide support for family physicians within VCH. Some specialty areas provide support provincially. This makes sense when there are limited specialists across the province. RACE is meant to fill a gap, if you have no existing communication lines for telephone advice to specialists in your area, you can consider calling the RACE line. We need to respect existing patterns of communication that are working well and RACE should not impact these.

Can Nurse Practitioners call the RACE line?

Yes

I am an NP who works in a specialty clinic. Can I call the RACE line?

RACE is meant to provide support for primary care givers. It is important to keep in mind the communication channels and ensure decisions regarding care are communicated through the primary care giver either FP or NP.

What do I do if I don’t receive a call back from the specialist within 2 hours?

Occasionally we experience problems with the telephone line. If you don’t receive a call back within 2 hours call Margot Wilson at 604-682-2344 extension 66522 or email mwilson@providencehealth.bc.ca

OR call the RACE line at 604-696-2131 and press 0 for RACE support.

How do I go about getting a specialty area set up on the RACE line?

Notify Margot Wilson at 604-682-2344 extension 66522 or email mwilson@providencehealth.bc.ca

How quickly can I expect a call back from the specialist

80% of calls are returned within 10 minutes

As an NP, what do I need to document from the phone call?

This would be up to your regulatory body. For family physicians they are required to document the following:

  1. Patient’s Name
  2. Date of Service
  3. Diagnosis
  4. Reason for need of Clinical Action Plan
  5. Name of specialist/GP with specialty training & their role in provision of care
  6. Elements of the Clinical Action Plan determined
  7. Patient risks based on assessment of appropriate domains (list of relevant co-morbidities and safety risks)
  8. What referral will be made, what follow-up has been arranged (including timelines), as well as advanced planning information if appropriate.
  9. Start times of service

Can I e-mail or fax a specialist for advice?

At this point RACE is only for verbal telephone communication.

Is RACE really cost efficient?

A simple cost modeling exercise showed~ $200 saving per call depending on the specialty area. Direct costs such as face to face consult fee, telephone advice fee, and administrative costs for running the line were all considered. It is more difficult to analyze indirect costs such as patients/families taking time off work to attend face to face consults, travel time, transportation etc. – the costs incurred when having to attend to an additional appointment.
We do think about the larger picture involved beyond merely cost and the Ministry of Health takes in to consideration the patient and health care provider experience, improving health outcomes long with controlling costs.

What information do I need to give the specialist when I call?

We encourage people to use a standard, structured communication approach such as SBAR:

  • Situation – A statement of the problem: What is going on
  • Background – Brief information related to the problem: what has happened
  • Assessment – Analysis/ consideration of options: What you found/think it is
  • Recommendation – Request/recommend action: what you need

What will the specialist ask me when I call?

They will need to know if you are a family physician or a NP. They will also ask you some clinical questions related to your patient.

Email Newsletter

Stay connected and updated with what's happening with RACE.