Telephone Advice

Policy

Category: General Community Health
Subject: Telephone Advice
Division: N/A
Policy Number: CA.73.01.102
Effective Date: December 9, 2011

POLICY STATEMENT

Nurses are available to answer inquiries from individuals in the community regarding general clinical health issues (including crisis advice).

Telephone counseling of clinic clients is to be recorded in the clinic database.

Individuals requiring specific health assessment, treatment or referral are advised to contact their primary care physician, or book an appointment at a Wellington-Dufferin-Guelph Public Health (WDGPH) Clinical Services site.

SCOPE

This policy applies to nurses, nurse practitioners and clinical support assigned to Clinical Services and School Health teams, and student nurses working in these programs.

REFERENCES AND RELATED FORMS, POLICIES AND PROCEDURES

Corresponding Procedure:  CA.73.02.102 Telephone Advice

APPROVED BY

Rita Sethi


Procedure

Category: General Community Health
Subject: Telephone Advice
Division: N/A
Procedure Number: CA.73.02.102
Effective Date: December 9, 2011

PROCEDURE

  1. Lab test results, with the exception of HIV, are given to clients over the phone by nurses after verification of clients identify by confirmation of date of birth.  If the physician has not initialed test results, and results are not within normal range inform client of results and advise client to call back for any further instruction by physician.
  2. Address and phone numbers of facilities providing therapeutic abortion services are not to be given over the phone.  Caller may consult yellow pages or book counselling appointment.
  3. Client information is not given to a third party over the phone.
  4. Information regarding any clinic staff is not to be given over the phone.
  5. Nurses are available to answer telephone inquiries in all offices when time permits.  
Documentation:
  1. All telephone counselling pertaining to clinic clients is to be documented in the client’s database chart.
  2. Anonymous client calls are to be documented in the clinic database under “Telephone Advise”.

SCOPE

This policy applies to nurses, nurse practitioners and clinical support assigned to Clinical Services and School Health teams, and student nurses working in these programs.

REFERENCES AND RELATED FORMS, POLICIES AND PROCEDURES

Corresponding Policy:  CA.73.01.102 Telephone Advice

APPROVED BY

Rita Sethi