Page 57 - 2021 Risk Reduction Series - Communication Part One

SVMIC Risk Reduction Series: Communication

• Provide the patient with instructions that are consistent for

all patients with similar symptoms or complaints.

• All medications initiated or refilled should be directly

authorized by a physician or advanced practice provider.

Written protocols for phone triage or clinical advice can be
obtained through some professional medical associations

or purchased through medical bookstores. Offices can take
these protocols and tailor them to their particular practice.

Alternatively, a physician may design his or her own protocols
by identifying frequently asked questions and then documenting

acceptable staff responses for each of those questions. For
example, in offices where patients call to inquire about post-op

or post-procedure home care, the use of patient education tools
such as post-op or post-procedure handouts might be helpful

to assist with the development of effective protocols. Regardless
of the source of the protocols, all protocols should be reviewed

and updated by the physician annually, and documentation
should include the words “per protocol” .

In the absence of written, approved protocols, all these types

of calls should be discussed with or referred to the physician
for direction prior to advising the patient. This direction should
be documented in the medical record as “per Dr. Smith” by the

office staff individual who responds to the patient after receiving

the direction from the physician. All medications initiated or
refilled should be directly authorized by a physician or advanced
practice provider.

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