SPEED DIALING= frequently used numbers can be programmed into the phone. press one key and the call is initiated.
CALL FORWARDING= two-way communication in the office without having to pick up the phone. not confidential.
MULTIPLE-LINE TELEPHONE= familiarity with multi-line telephone is a must, even in small medical clinics.
- patients will rarely get a busy signal.
- multi-line telephones have many features that are necessary for any business that receives a good number of calls during the day.
GUIDELINES= - MOAs must project a caring attitude when speaking to those who call the facility.
- All communications in the healthcare facility are confidential.
- Never use the office telephone for personal phone calls and conversations.
TAKING A MESSAGE - GUIDELINES=- Take accurate and complete messages.
- Keep message pads, preferably ones that make a copy.
- Develop a policy for message retention.
- Many offices keep messages for the same time records are kept.
- Phone records include telephone bills.
- Document the number of attempts to return a call.
HANDLING DIFFICULT PHONE CALLS= - Patients refusing to discuss symptoms
- Unsatisfactory progress reports from patients
- Request for test results over the phone
- Request for info from third parties (written permission from Pt must be given)
- Complaints about care or fees
- Calls from physician's family friend
- Calls from staff family or friends
- Angry or aggressive callers
Matrix= - is established by blocking out times the provider is unavailable for patient visit:
+ statutory holidays
+ scheduled staff days off
+ lunch, dinner, and other breaks
+ time for hospital rounds
+ time set aside for meeting
+ scheduled vacation time