Page 53 - 2022 Risk Basics - Surgical Practice

SVMIC Risk Basics: Surgical Practice

 Instruct where such calls are to be directed (i.e., when it is

appropriate to transfer the caller to a clinical staff person
or the physician)

 Define response times for each type of call:

» If it is determined that the call is urgent, respond
immediately

» If it is determined that the call is non-urgent and
cannot be returned until later, staff should advise the

patient when a response can be expected, but all calls

should be returned by the end of the day.

Clinical Advice Protocols

All physicians receive calls from patients needing clarification

of medical instructions, treatment, etc. This responsibility

frequently falls to the staff. However, it is often difficult for the
staff to handle telephone questions efficiently and

appropriately without written, standardized protocols to
reference before giving the patient this information. Initially,

staff could benefit from the use of written phone triage

protocols which would assist them in determining how to
direct callers to the correct staff person for his or her inquiry.

After the patient has been directed to the correct staff person

for his or her inquiry, it is crucial to have in place a clinical
advice protocol for all clinical staff allowed to give patient

advice. Clinical staff giving medical advice or instructions

without written, approved protocols can be viewed as
practicing medicine without a license, and it is not in the best

interest of the public’s health, safety, and welfare. The protocol
should be detailed enough to include what clarifying questions

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