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

Copyright ©2012 Delmar, Cengage Learning. All rights reserved.

Chapter 9

Telephone Communication


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


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


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


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


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)


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


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


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



• 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


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


Common Types of Phone CallsAppointments Professional callsPrescription refills Business, personal, and

legal callsTest results Long distance callsFollow up calls Difficult calls


Telephone Services

• Phone menus• Conference calls• Teleconferencing


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


Community Resources

• Keep an up-to-date list of emergency contact information and resources

• Examples of emergency contact information

Medical Reserve Corps American Medical AssociationOSHA CDCFire department Police departmentAmbulance/patient transport companies

Local hospital directories

U.S. Department of Homeland Security

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

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