Page 55 - 2021 Risk Reduction Series - Communication Part One

SVMIC Risk Reduction Series: Communication

includes anticipating serial testing, refills, and referrals; all of

which can be create major roadblocks in a busy office caught
unprepared for the visit.

Execute

The huddle improves communication by helping each team

member clarify responsibility and increases accountability.
Before you know it, your care team will routinely have records

prepared, check for needed supplies, have refills and referrals
ready for your signature, and have a backup plan in place in the

event of an unexpected problem, such as a computer network
failure or a hospital emergency.

Keys to Successful Implementation

• Physicians, along with clinical and office staff, should
attend the meeting.

• Settle on a time(s) to meet consistently.

• Limit huddles to six minutes or less. Having everyone
stand the entire time will also help accomplish this goal.

• Conduct the huddle in a central location.

Telephone Triage

In addition to written telephone service standards, there should
be written policies to assist telephone response personnel in

advising patients and directing calls to the appropriate staff. The
policy should:

• Define what types of calls are routine vs. urgent vs. critical.

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