Page 56 - 2021 Risk Reduction Series - Communication Part One

SVMIC Risk Reduction Series: Communication

• Instruct where such calls are to be directed; i.e., when it is

appropriate to transfer the caller to a clinical staff person or
the physician.

• Define response times for each type of call:

» If it is determined that the call is urgent, respond
immediately.

» If it is determined that the call is non-urgent and
cannot be returned until later, staff should advise the

patient when a response can be expected, but they
should be all returned by the end of the day.

Clinical Advice Protocols

After the patient has been directed to the correct staff person

for his or her inquiry, per a telephone triage protocol, 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.

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