1. Copyright ©2012 Delmar, Cengage Learning. All rights reserved. Chapter 9 Telephone Communication

2. Copyright ©2012 Delmar, Cengage Learning. All rights reserved. The “Director of First Impressions” Developing excellent telephone customer service (in both tone and words) is one of the most valuable business skills you can acquire The professional attitude conveyed is critical to the success of the business of practicing medicine

3. Copyright ©2012 Delmar, Cengage Learning. All rights reserved. Answering the Telephone The phone call is often the first contact a patient has with the office Answer each call as soon as possible Get all information needed, repeating back the information to ensure you have recorded accurately Let the caller know when they may expect a response

4. Copyright ©2012 Delmar, Cengage Learning. All rights reserved. Handling Multiple Lines Excuse yourself and ask the patient you are speaking with if you may place them on hold Answer the second call – Determine the nature of the call (be sure it is not an emergency), and ask if they can hold Return to the first call and thank them for holding Resolve the first call and return to the second call

5. Copyright ©2012 Delmar, Cengage Learning. All rights reserved. Telephone Screening An established phone screening manual should be kept near each phone for reference If you do not know how to handle a patient, or if the questions have not been addressed in the screening manual: – Referring the problem to one who is more experienced is necessary and appropriate – Never guess in response to a patient’s question – Do not treat any question lightly Document, in detail, all the information obtained from the patient and relay or attach to message for the doctor to review

6. Copyright ©2012 Delmar, Cengage Learning. All rights reserved. Routing Calls Knowing where to send a call when it comes in will save time, avoid frustration, and score customer service points – Anticipate physician needs: May need to pull chart, have the pertinent data readily available (e.g., labs, test result, consult, chart notes)

7. Copyright ©2012 Delmar, Cengage Learning. All rights reserved. Non-emergency Calls If the person on the phone needs additional information, or the call is going to take a while: – Excuse yourself and say, “May I put you on hold for a moment?” Do not put a caller on hold more than 1 minute – Ask, “May I call you back with that information?” – Confirm the patient’s phone number – Find out a good time to call back

8. Copyright ©2012 Delmar, Cengage Learning. All rights reserved. Interpreter Services Offices should have policies in place regarding the provision of language services – Don’t rely on patients’ friends, family or other “ad hoc” interpreters Become familiar with office policies regarding interpreter services, how to access language services, and how to work with an interpreter

9. Copyright ©2012 Delmar, Cengage Learning. All rights reserved. Documenting Telephone Calls

10. Copyright ©2012 Delmar, Cengage Learning. All rights reserved. Documenting Telephone Calls Complete documentation includes: – Date and time – Caller’s name, date of birth, M/F, phone number(s) – Detailed and accurate message – Your name or initials Mark urgent messages and give to the doctor immediately

11. Copyright ©2012 Delmar, Cengage Learning. All rights reserved. Documenting Telephone Calls Anticipate needs: Pull patient’s chart and have all relevant information to the call attached to the message – Examples: lab reports, test results, consults, prescription requests, etc. Sign off on all messages to confirm final action has been taken

12. Copyright ©2012 Delmar, Cengage Learning. All rights reserved. Confidentiality and Recording Patient Messages Do not give information over the phone to anyone unless the patient has given written permission for the release of specific information with a signature

13. Copyright ©2012 Delmar, Cengage Learning. All rights reserved. Common Types of Phone Calls AppointmentsProfessional calls Prescription refillsBusiness, personal, and legal calls Test resultsLong distance calls Follow up callsDifficult calls

14. Copyright ©2012 Delmar, Cengage Learning. All rights reserved. Telephone Services Phone menus Conference calls Teleconferencing

15. Copyright ©2012 Delmar, Cengage Learning. All rights reserved. Community Resources Keep an up-to-date index of your most frequently called numbers by the telephone – Current directory for the local emergency clinics, hospitals, and physicians (in network) and specialists Prepare a list of resources for patients and emergency preparedness Have a copy of the most current telephone book on hand in the office

16. Copyright ©2012 Delmar, Cengage Learning. All rights reserved. Community Resources Keep an up-to-date list of emergency contact information and resources Examples of emergency contact information Medical Reserve CorpsAmerican Medical Association OSHACDC Fire departmentPolice department Ambulance/patient transport companies Local hospital directories U.S. Department of Homeland Security