Physicians can be sued when someone else mishandles a telephone call with a patient. This is because the law and juries hold physicians accountable for training and oversight of their staff. Most importantly, without this oversight by physicians, the care that patients receive will not be optimal.
The following exercise focuses on a fundamental element of establishing and maintaining an excellent training/monitoring program for telephone care: distinctions among staff roles in a busy practice. Perform the following exercise from four different staff perspectives:
- Receptionist,
- Medical Assistant,
- Nurse, and
- Physician.
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