Page 55 - 2022 Risk Basics - Surgical Practice

SVMIC Risk Basics: Surgical Practice

provider will need to be consulted. If one is not available, the

patient should be told to hang up and dial 911 or go to an
emergency room for appropriate care.

An important element within the contents of the protocol is a

definition for a “timely response” by whomever is responding
back to the patient. SVMIC recommends that calls from

patients who are seeking medical information should be

responded to before the end of the day.

Finally, all calls that are received after business hours should

be documented in the medical record, describing the details of

the patient’s inquiry and what information the patient was
given in response to the inquiry.

Written protocols for phone triage or clinical advice can be

obtained through certain professional medical associations or
purchased at medical bookstores. There are also several online

resources. Offices can take these protocols and tailor them to

their particular practice. Regardless of the source of the clinical
advice protocols, all protocols should be reviewed and updated

by the physician annually, and documentation should include
“per protocol”.

In the absence of written, approved clinical advice protocols,

all of these types of calls should be discussed with or referred
to the physician for direction prior to advising the patient. This

direction should be documented in the medical record as “per

Dr. Smith” by the office staff person who responds to the
patient after receiving the direction from the physician.

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