Page 53 - 2021 Risk Reduction Series - Communication Part One

SVMIC Risk Reduction Series: Communication

Risk Management Tip:
Every practice should have a policy

in place that no patient requesting
to see a clinician is denied such
unless the clinician is first

consulted. This policy applies to all
patients including walk-ins as well
as scheduled patients who arrive

late for their appointments.

Follow-Up Appointments

Patients are often lost to follow-up because of poor
communication. As the previous case illustrates, all patients in
need follow up care should schedule before leaving the office/

hospital and given a reminder card complete with date and

time, along with any additional instructions. Staff members
responsible for scheduling must also be informed of the need for
a return visit.

If the patient leaves the office or hospital without scheduling

a follow-up office visit and ongoing treatment is needed,
efforts should be made to reach the patient and schedule the

appointment. Documentation of these communication efforts
should be recorded in the patient’s medical record. In addition, it

is important to make sure that the staff documents all attempts
to provide appropriate scheduling for both new and follow-up

patients. When an unavoidable delay occurs, offering to place
the patient on a wait list in case of a canceled time slot may be

appropriate.

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