If a patient calls and only wants to leave a message for the provider, we need to “escalate” these issues as follows:

• Explain to the staff that office policy requires that any message sent to the provider includes the patient message.
• Explain that it isn’t possible to adequately triage any issues without information.
• If the patient insists on not providing message details, say, “Let me see if Sally/Lee Ann/Chistina are available to help.”

I think this will make patients feel better about leaving messages.  One of my lessons from working the front desk years ago is that patients believe the “first person” can’t be that important, (e.g. whoever answers the phones, greets the patient). We might effective address these patients by letting them talk to someone they might perceive as “higher up.”

Click on the “Comments” above for additional thoughts.