I an original phone greeting for each of these medical

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

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