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Discussion

Telephone Protocol for Receptionist?

I work in a new physician's office and really enjoy it. The only other staff member is a receptionist. She's really good at what she does, but has no medical training. The other day she was scheduling a patient and I heard her say, "Okay, you have a blood clot? Would you like to come in next Tuesday?" I quickly asked for the phone and sent the pt. to the ED, but that experience made me think. Does anyone have a protocol for receptionists? Basically, she needs a cheat sheet so that if anyone says a buzz word she knows to get me and I can triage the pt. Do your offices use something like this? Do you know where I can find something to suggest for our office?

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In our office we made a short list of physical complaints which includes chest pain, head injury ,etc. in which receptionists can refer to and interrupt me or another nurse, the list is taped next to their phone.

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ldt1010, I would love a list like that! Would you mind telling what you specifically include on that list? I've told her to watch out for a few things, but I'm worried that I might be missing something.

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