Medical Mutual Insurance Company of Maine
How do your office systems measure up?

Risk Management » Assessment Tools

Telephone Communications

This survey tool is designed to help you to identify potential liability exposures which exist within your practice, and to educate your staff about systems that can minimize and limit risk.

  1. Is telephone access represented by a sufficient number of lines into my office?
    Yes No

  2. Are patient complaints frequently received about busy telephone lines?
    Yes No

  3. Does my receptionist make a good impression on the telephone?
    Yes No

  4. Do all members of my staff make a good impression on the telephone??
    Yes No

  5. Do staff members identify themselves when responding to a telephone call?
    Yes No

  6. Is the patient asked his/her permission prior to being placed on hold?
    Yes No

  7. Are staff telephone conversations conducted out of the hearing of patients?
    Yes No

  8. Is an individual assigned to triage telephone calls?
    Yes No

  9. If yes, are written triage protocols available to guide the individual?
    Yes No

  10. Is a specific time set aside in your schedule for the return of telephone calls?
    Yes No

  11. Are callers advised when they may expect a return call?
    Yes No

  12. Do you feel you are able to return calls in a timely manner?
    Yes No

  13. Is the original telephone message entered in the patient’s medical record?
    Yes No

  14. Do you use an office telephone message log which provides duplicate copies?
    Yes No

  15. Is an answering service available to respond to calls received after office hours?
    Yes No

  16. Do you have a protocol for handling a message from a patient who asks to discuss a condition with the physician?
    Yes No

  17. Do you accept calls promptly when requested to do so by your staff?
    Yes No

  18. Do you verify all telephone prescription renewals?
    Yes No