During a busy day at the medical office, you receive a call from a patient who is requesting test results. Which of the following is the BEST approach to take in accordance with professional phone message protocols?
Immediately transfer the call to another staff member without first checking if they are available to take the call.
Take a verbal message and assure the patient that you will pass it on to the health care provider when they are available.
Inform the patient that test results cannot be given over the phone and they need to come to the office in person.
Ask the patient to hold briefly, or offer to return their call, while you retrieve their chart to look up their information.
The best approach is to ask the patient to hold, or offer to return their call, while retrieving their chart for reference. This ensures that accurate information is given and maintains the confidentiality of the patient's health information, in compliance with HIPAA regulations. Alternative options like taking a verbal message without reference to the medical chart or passing the call to a colleague without checking their availability may lead to misinformation, patient dissatisfaction, or violations of confidentiality.
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