Best Answering Service Medical Call Management Practices

Service providers specializing in answering service for medical organizations must be careful when it comes to documenting patient calls.

Call records at both ends (with the call management company as well as with the client) should be accurate and up-to-date. This ensures that the necessary information is available to all concerned parties should medico-legal or insurance issues arise.

Here are some essential call management practices that any answering service for medical professionals must practice.

Standard Documentation for All Patient Calls

All patient calls to doctors answering service companies must be recorded regardless of the nature or outcome of the call. Such a system benefits both the client and the answering service. Detailed and accurate records allow quality management personnel to identify and address potential bottlenecks in patient call management before they turn critical. Detailed and up to date records also make it easy to identify whether the problem lies with the answering service operator or with the operational practices at the clinic or hospital.

Patient call records handling should follow certain guidelines. Start all call documentation with the date and time clearly written in a 12 or 24 hour format. If you prefer to use a 12 hour format, include an am/pm suffix after the digits to clarify whether the call took place in the morning or the evening.

Next, record the caller’s name. Clarify whether it is a patient or a relative. Record their relationship to the concerned patient in the latter instance.

Add the nature or purpose of the call. Common types of patient calls an answering service for a medical institution has to handle include:

• Medical queries – in case of medical queries, start by recording the specific issue or concern. Record if a physician was consulted. If yes, record the physician’s name. Otherwise, the answering services for doctors should record the name and position of the individual who was consulted in the matter. Also add a clear, concise summary about the advice given or any action taken in the matter.
• Prescription changes or refills – a professional answering service for doctors has to handle requests for prescription changes or refills. Have a clear protocol in place for how such requests are to be handled. Make sure to document every request clearly and in detail.

Finally, enter the caller’s/ patient’s response. Finish off with the recording operator’s signature or initials.

Follow these essential answering service medical protocols when recording patient’s calls for problem free operations.