Med Management Quarterly

April 2008

Clinical Communications

Are You Prepared For Emergency Calls To the Office?

Whenever you answer an incoming telephone call, always ask permission before putting the caller on hold.  This allows the caller the opportunity to tell you whether or not the call is emergent or urgent.  Time is critical in an emergency situation.  The information following may help you save someone’s life.  Always write down the caller’s name and telephone number just in case you get disconnected.  Decide if the situation is potentially life threatening.  The common signs and symptoms of medical emergencies are:

• Uncomfortable chest pressure, squeezing, fullness, or pain that lasts longer than a few minutes
• Chest discomfort coupled with lightheadedness, fainting, nausea, shortness of breath or sweating
• Pain radiating to shoulders, neck or arms
• Shortness of breath
• Sudden numbness or weakness of the face, arm or leg especially on one side of the body
• Sudden confusion, trouble speaking or understanding
• Sudden trouble seeing in one or both eyes
• Sudden trouble walking, dizziness, loss of balance, or coordination
• Sudden severe headache with no known cause

 Instruct the patient or significant other to call 911 for the above signs and symptoms or assist with the call if they are unable to call on their own.  If the emergency is a case of poisoning, instruct the caller to call the poison control center @ 1 (800) 222-1222.  The poison control number should be listed at all office telephones.  It is strongly recommended that all employees in a medical office be instructed on the office procedure for emergency calls.

Written by Jan Howard, RN, BSN, CMOM
Practice Management Consultant