{"id":639,"date":"2017-03-16T19:49:54","date_gmt":"2017-03-16T19:49:54","guid":{"rendered":"http:\/\/spmstaff.com\/?p=639"},"modified":"2019-12-30T14:23:54","modified_gmt":"2019-12-30T14:23:54","slug":"2017-03-16-escalating-issues","status":"publish","type":"post","link":"https:\/\/spmstaff.com\/?p=639","title":{"rendered":"Escalating Issues"},"content":{"rendered":"<p>If a patient calls and only wants to leave a message for the provider, we need to &#8220;escalate&#8221; these issues as follows:<\/p>\n<ul>\n<li>Explain to the staff that office policy requires that any message sent to the provider includes the patient message.<\/li>\n<li>Explain that it isn&#8217;t possible to adequately triage any issues without information.<\/li>\n<li>If the patient insists on not providing message details, say, &#8220;Let me see if Sally\/Lee Ann\/Chistina are available to help.&#8221;<\/li>\n<\/ul>\n<p>I think this will make patients feel better about leaving messages. \u00a0One of my lessons from working the front desk years ago is that patients believe the &#8220;first person&#8221; can&#8217;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 &#8220;higher up.&#8221;<\/p>\n<p>Click on the &#8220;Comments&#8221; above for additional thoughts.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>If a patient calls and only wants to leave a message for the provider, we need to &#8220;escalate&#8221; 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&#8217;t possible to adequately triage any issues without information. If the &hellip; <a href=\"https:\/\/spmstaff.com\/?p=639\" class=\"more-link\">Continue reading <span class=\"screen-reader-text\">Escalating Issues<\/span> <span class=\"meta-nav\">&rarr;<\/span><\/a><\/p>\n","protected":false},"author":14,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[5],"tags":[],"class_list":["post-639","post","type-post","status-publish","format-standard","hentry","category-admin-updates"],"_links":{"self":[{"href":"https:\/\/spmstaff.com\/index.php?rest_route=\/wp\/v2\/posts\/639","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/spmstaff.com\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/spmstaff.com\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/spmstaff.com\/index.php?rest_route=\/wp\/v2\/users\/14"}],"replies":[{"embeddable":true,"href":"https:\/\/spmstaff.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=639"}],"version-history":[{"count":3,"href":"https:\/\/spmstaff.com\/index.php?rest_route=\/wp\/v2\/posts\/639\/revisions"}],"predecessor-version":[{"id":872,"href":"https:\/\/spmstaff.com\/index.php?rest_route=\/wp\/v2\/posts\/639\/revisions\/872"}],"wp:attachment":[{"href":"https:\/\/spmstaff.com\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=639"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/spmstaff.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=639"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/spmstaff.com\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=639"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}