NOMC / LSUHN Callback Policy
THE NEW ORLEANS MUSICIANS CLINIC/ LSUHN PATIENT CALL-BACK POLICY
PURPOSE: To establish a time frame for responding to New Orleans Musicians’ Clinic (NOMC) patient’s telephone inquiries by NOMC/LSUHN providers.
NOMC POLICY: Patient’s telephone inquiries will be answered within one business day, or next business day if over weekend or holiday.
During regular business hours, each NOMC patient’s calls will be answered by the LSUHN switchboard. If the call can not be answered immediately by one of the NOMC team, the call is logged on the TASK LIST. When the NOMC providers are engaged with other patients or otherwise occupied, the calls may go to voice mail or the LSUHN telephone operator may take a message. The NOMC provider must complete and mark the call as complete within 24 hours (or next business day, if over the weekend).
The LSUHN telephone operator will transmit the message electronically to the appropriate NOMC provider. Telephone calls will be answered by the NOMC Medical Assistant (MA), Social Worker (SW) and Nurse Practitioner (NP) as quickly as possible. Provider will enter the telephone contact into the patient’s medical record, when appropriate.
The NOMC voice mail will be checked at least three times during each business day-
1. Arrival at clinic, 2. Noon, 3. 4 PM.
The NOMC/NOMAF staff will consult each other as needed to meet the needs of the patient. The NP may instruct the MA or the SW about what information to relay to the patient.
If it is deemed to be an URGENT emergency situation, the NOMC patient will be contacted as soon as getting the message. If the call comes in after hours, the LSUHN DOCTOR on CALL will return the call. The patient will then be instructed on what course of action to take. NOMC staff will be informed of the call via the TASK LIST.
Effective : JANUARY 20, 2012
CATHI FONTENOT, M.D.
NOMAF PRESIDENT & DIRECTOR