NIGHT CALL PROTOCOL

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CCM Division – Night Call Protocol

1. Initial Call Handling

·        Always answer with a warm, professional tone: “Thank you for calling “Dr.Doe” after hours. How can I help you tonight?” Even if it’s the middle of the night try your best to avoid sounding overly sleepy.

·        Document caller’s name, DOB, phone number, and reason for the call clearly.

2. Medication Refill Requests

·        Check the patient’s chart and previous CCM notes to verify:

·         - Send an alert to the provider team using your standard communication system (e.g. EHR/portal/email).

·         - Clearly state: The patient’s name and DOB, medication name and dosage.

3. Review Past Notes

·        Always review recent CCM notes and provider visits before taking any action.

·        Look for outstanding alerts or follow-ups, previously noted medication issues or health concerns, and provider preferences or patient-specific flags.

4. Multiple Provider Practices

·        Identify which provider the patient is assigned to or last seen by.

·        Ensure you are documenting under the correct provider’s chart and sending alerts to the right doctor/team.

·        If uncertain, refer to internal assignment list or call history.

5. Emergency Concerns

·        If the patient describes urgent symptoms (e.g., chest pain, shortness of breath, severe pain, etc.):

·         - Advise the patient to call 911 or go to the nearest ER immediately

·         - Document the exact concern and your recommendation

·        If non-life-threatening but needs provider input:

·         - Check if there is a provider on-call for the practice

·         - If yes, call the on-call doctor directly

·         - If not available, leave message and send alert immediately

6. Answering Service Referral

·        If the practice has an answering service, and the situation is:

·         - Not urgent, not CCM-related, or needs direct clinical coordination

·        → Politely direct the caller to the answering service.

·        “For this type of concern, we recommend contacting the practice's answering service directly so the on-call provider can be reached promptly.”

7. Documentation

·        Document all night call interactions clearly and immediately.

·        Include caller details and time, summary of conversation, actions taken, and escalation if applicable.

·        Ensure notes are logged under the correct patient and provider.

8. Follow-Up

·        Flag any calls that require daytime follow-up (e.g., alerts sent or further action needed).

·        Notify the daytime team member and/or team lead with a handoff summary.

9. Alert Protocol

·        Send alerts when any patient issue needs to be reviewed by a provider or staff during regular hours.

·        Clearly title your alert with the purpose (e.g., 'Medication Refill Request – John Doe').

·        Include all relevant patient identifiers (full name, DOB, contact info).

·        Mention any actions taken during the call (e.g., patient advised to follow up, sent to answering service).

·        Send alerts through the appropriate system (EHR, secure messaging platform, or email) based on the practice's protocol.

·        Ensure alerts are addressed to the correct provider, especially in multi-provider practices.

·        Follow up the next business day to confirm receipt and resolution of any urgent alerts.

Practice specific Protocols for emergencies

Smith

 If non-life-threatening but needs provider input:

·        Call/ Message Dr. Smith

·        Send Alert

o   For Rx refills and Appointments

Belmont

If non-life-threatening but needs provider input:

·        Contact RC If you are unable to reach him contact Justine

·        Also, if patient can wait direct them contact the office in the morning

·        Send Alert

o   For Rx refills and Appointments

Phillips

If non-life-threatening but needs provider input:

·        Contact Dr. Phillips

·        Transfer to after-hours line for providers office

·        Also, if patient can wait direct them contact the office in the morning

·        Send Alert

o   For Rx refills and Appointments

Rockside

If non-life-threatening but needs provider input:

·        Direct patient to answering service for any issue that the physician needs to know about.

·        Also, if patient can wait direct them contact the office in the morning

·        Send Alert

o   For Rx refills and Appointments

ALC

If non-life-threatening but needs provider input:

·        Contact Dr. Rajjoub or direct patient to after hour service line.

·        Also, if patient can wait direct them contact the office in the morning

·        Send Alert

o   For Rx refills and Appointments

Atrium

If non-life-threatening but needs provider input:

·        Transfer to After Hours office hotline

·        Also, if patient can wait direct them contact the office in the morning

·        Find out from Toni who is scheduled to be on call

·        Send Alert

o   For Rx refills and Appointments