It's so easy to take a quick phone call from a patient.  Maybe you're returning calls in the office. Or maybe you're talking to patients while you're on vacation or when you are in a seminar.  But what happens after you hang up the phone?

Do you make sure you document the phone call? And if so, how do you handle it if you are 50 miles away from your office?

Even a short phone call from a patient should be documented.  Whether you take the call while you're in the office, at home or traveling, documentation is both essential and the ethical thing to do.

What happens if a patient calls your office...does your staff answer questions about their care?  Do they try to "help you out" by not having you talk to your own patient?  If so, they ethically shouldn't be having those conversations and/or making those decisions without your knowledge of reason and content. 

If they do take the call for you where is the documentation? 

Ideally, they should be taking a message for you to return the call to your patient.  To make it easier for you and your staff I have put together a checklist to help you make a telephone log form that is both easy and essential to follow up on your calls and record as well.

• Date and time of call
• Patient name and name of caller (relationship to patient) if other than patient calling
• Office personnel taking the call
• Recommended care
• Follow-up needed

Make sure you have processes in place. How does your office handle patient calls?