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Incoming call to reception (Thank you for calling MCI, my name is __, how…
Incoming call to reception
Thank you for calling MCI, my name is
__
, how may I help you?
Physician Request to speak to Dr. Butler/Staff
Collect Pertinent Information: the doctors name, call back number, which patient, what the call is regarding.
Please hold while I attempt to connect you with Dr. Butler/Staff is available to take your call.
Successfully connect call to Dr. Butler/Staff
Unable to connect call to Dr. Butler/Staff: create plan
Patient requests to speak to Dr. Butler/Staff
Collect Pertinent Information: I would be happy to help you get in contact with them but first I need to collect some information. May I have your name, DOB, and verify your call back number? What is the nature of the call? - OR - So that the nurse is prepared to help you, what is it that you need from her?
Use these details to screen the phone call for an Emergency or Nonemergency call
Nonemergency Call
Advise the patient: I will forward this message to your medical team. They are currently seeing other patients at this time but will be able to get back to you as soon as they can. Do you want to include any additional information that to add so they can better assist you upon returning your call?
Transfer the detailed electronic message to the appropriate queue.
If a patient calls again before receiving a return call, add a time-stamped message to the previous message adding any additional details, and resend the message to the queue
If a patient calls again returning Dr. Butler/Staff's call, review the message added by the medical staff to see if they need to be connected immediately or add a time-stamped message stating patient attempted to return the phone call and re-request their best call back phone number.
You could add a protocol for RX requests
Anything not listed in Emergency Critera
Emergency Call
Emergency Criteria: one of the following symptoms: Bleeding, sudden onset of pain, N/V for more than _hrs, loss of vision, severe diarrhea, SOB, chest pain, sudden numbness, sudden swollen/cramping/pain in leg
Successfully connect call to Dr. Butler/Staff
Unable to reach Dr. Butler/Staff: create plan