Page 50 - 2022 Risk Basics - Surgical Practice

SVMIC Risk Basics: Surgical Practice

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

complication may require more physician time. The staff

should monitor the appointment schedule frequently to
minimize wait time and avoid scheduling multiple patients who

require extra time in the office at the same time. The “new
patient” brochure/letter and practice website should provide

patients with guidance on appointment scheduling. In the

event that a patient feels that his/her problem warrants an
earlier appointment, the staff should offer to communicate the

patient’s health problem to someone in the clinical department
to triage for the best appointment option.

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