Page 55 - 2020 Risk Reduction Series Effective Systems_Part 1_Flipbook

SVMIC Risk Reduction Series: Effective Systems

These answering service records or message logs should be

obtained by the office and retained for the same length of time
as medical records.

Practices using an automated system instead of backup

physician coverage should anticipate this could result in some
patient dissatisfaction and increased risk. It is advised you

review any contract with payers to determine whether such
contract imposes a legal obligation to provide after-hours

coverage. The following are suggestions to help minimize
potential liability as well as patient frustration:

Regardless of the system utilized after-hours, patients whose
medical condition may involve complications, as well as for

those patients who have received new medications which
have potentially serious side effects, should be provided with

written instructions addressing how to recognize complications
and side effects, what to do in response, and where alternate

treatment facilities exist.

Advise patients that if they call “after-hours” (which should be
specifically defined), they will receive instructions provided by

an automated system.

Make certain that the recorded message on your answering

machine is clear, is distinct, and states the time the office will
reopen.

• The message should direct callers with urgent problems to

call 911 or visit the emergency department.

• Give the emergency department a “heads-up” by advising

them of your instructions to patients.

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