Page 44 - 2022 Risk Basics - Systems

SVMIC Risk Basics: Systems

• 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.

• If your system allows, be sure to give clear instructions to the caller

to leave his or her name, the date and time, and a phone number
where they may be reached. Further advise them when they can

expect a return call.

• Make sure your machine can accommodate a reasonable number of

lengthy calls.

• Retrieve messages in a timely manner and follow through on

callbacks.

• Save messages and document calls in the patient record.

Referral Management

Referrals to other physicians for consultation or second opinions are an

important part of a medical practice. The failure to send the patient for
consultation, the failure of a patient to go to a consultation, or the failure

to act on the consultant’s recommendations are the bases of many legal
actions against physicians.
7

7 Thomas, M. O., Quinn, C. J., & Donohue, G. M. (2009). Practicing medicine in difficult times: protecting
physicians from malpractice litigation. Sudbury, Mass.: Jones and Bartlett Publishers

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