Applies to: Residents in the WSU Family Medicine Residency Program–Pullman
Date: September 18, 2025
1.0 Policy Statement
It is the WSU College of Medicine Family Medicine Residency Program–Pullman that timely chart completion and inbox management are essential in providing high quality patient care and in allowing appropriate communication within healthcare systems. Chart notes not completed in a timely manner become less accurate and less useful, therefore potentially negatively affecting patient care. Poorly managed inboxes can be a major source of stress and burnout for providers; developing systems for inbox efficiency and productivity can enhance physician well-being and resiliency.
2.0 Definitions
Accreditation Council for Graduate Medical Education (ACGME)
Accredits Sponsoring Institutions and residency and fellowship programs, confers recognition on additional program formats or components, and dedicates resources to initiatives addressing areas of importance in graduate medical education.
3.0 Responsibilities
Program Director & Clinic Director
4.0 Procedures
Chart Completion Expectations
- Chart notes will be closed within 48 hours
- Requests for revisions to notes must be addressed within 48 hours
- All chart notes must be completed before leaving for vacation
Inbox Management Expectations
- Epic inbox will be checked daily
- Inbox messages will be responded to in a timely manner
- Urgent messages and critical results – same day
- Non-urgent messages – within 48–72 hours
- Refill requests – 5 days (clinic policy), best practice would be within 48–72 hours
- If a doctor is on vacation/PTO, they will have arranged for appropriate coverage of their inbox and have updated the board in the Resident Work Room and their MA’s. They will also have used the Epic inbox “Out of Office”** feature to sign out their inbox.
- *If you don’t know how to do this, it is your responsibility to obtain training. (Ask Dr. Webber)
- The resident physician is also responsible for updating the board in the Team Room at the request of the clinical staff.
- If a doctor is sick, they will have notified someone else in their pod (preferably a senior resident in the pod) to provide inbox coverage while they are sick
- When inbox items are addressed, there should be adequate documentation in the chart that allows others to easily understand and follow what has been done
- “Postponing” an inbox item simply in order to clear out the inbox without resolving the item is NOT appropriate and can lead to lapses in patient care. Routine use of the postpone button for this purpose is not allowed
- Do not ask MA’s or other support staff to handle items/make calls that are outside of their scope of practice
- If you do not know how to handle an inbox item, ASK for help!
Professionalism and Consequences
Faculty and clinic leadership will be continuously monitoring resident inboxes and chart completion. Failure to adhere to these policies will be considered a breach of professionalism.
Timely charting is considered a fundamental aspect of professionalism within the residency program. Failure to meet the accepted standard may result in:
- Remediation: Development of a plan to address and improve attendance.
- Probation: Residents who fail to show improvement following remediation may be placed on probation.
- Status Change: Persistent noncompliance may lead to a change in the resident’s status to “not in good standing,” which can have further implications for the resident’s progress and standing within the program.
- Extreme cases with failure to meet this minimum standard despite attempts to correct the lack of professionalism will be considered for possible non-renewal or release from their contract.
Residents struggling with the above are strongly encouraged to reach out to faculty and/or their advisor for assistance
5.0 Revision History
GMEC Approval: November 18, 2025
Revision/Review Date(s):
Responsible Office: Family Medicine Residency Program–Pullman
Policy Contact: Program Director, Program Administrator, GME Office
Supersedes: N/A