Page 66 - Avoiding Surgical Mishaps Part 1

SVMIC Avoiding Surgical Mishaps: Dissecting the Risks

be minimized by confirming with the ordering physician (if

possible) that he or she received and addressed the test result.
In any event, the testing facility should be notified that the

provider is in receipt of the report in error and it should be
delivered to the ordering physician. If the report indicates a

panic value or grave condition and the provider is not able to
confirm the ordering physician is in receipt of the report, an

attempt should be made to contact the patient. In both of these
cases, this notification includes contacting the patient and

arranging for any appropriate follow-up care.

Telephone Procedures

While certainly a vital link between the physician and the
patient, the telephone can also be a source of great frustration

for the patient. Every time a staff member picks up the phone,
he/ she makes an impression on the caller. By using clear

speech, projecting a helpful attitude, and maintaining pleasant
telephone personalities, staff can ensure such an impression is

positive.

Appointments & Scheduling

Written procedures should be in place to help scheduling staff

make appointment decisions in cases of scheduling difficulties.
The office should determine procedures and timeframes for

scheduling and conducting different types of appointments
(new consults, urgent, same-day, post-op follow-up, etc.) and

implement procedures to meet the defined goals. For instance,
a new patient surgical consult usually takes longer at the first

visit; elderly and disabled patients may require more staff
time or special accommodation; patients seen for a surgical

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