Page 50 - 2020 Risk Reduction Series Effective Systems_Part 1_Flipbook

SVMIC Risk Reduction Series: Effective Systems

After the patient has been directed to the correct staff person

for his or her inquiry, it is crucial to have in place a 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 the staff should ask in
response to various complaints, as well as when a patient

should be referred to a physician.

Using questions outlined in the advice protocol will enable the
staff to more accurately describe the patient’s condition and

enable them to:

• Give the physician relevant information so that the patient

is prescribed the most appropriate treatment or directed to
an appropriate healthcare facility, or

• Provide the patient with instructions that are consistent for
all patients with similar symptoms or complaints.

• All medications initiated or refilled should be directly

authorized by a physician or advanced practice provider.

Written protocols for phone triage or clinical advice can be

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

resources such as: www.majors.com; www.teletriage.com; and
www.amazon.com. Once at the site, search “triage protocols”.

Offices can take these protocols and tailor them to their
particular practice. Alternatively, a physician may design his/

her own protocols by identifying “frequently asked questions”
and then documenting acceptable staff responses for each of

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