Practice Management Tips

by Crystal Reeves, CPC

JCHA HEALTHLINE-NEWS, November 2008

Q: What can we do about patients using their cell phones in our office? Sometimes they even use them while they are being examined! We have a sign at the front desk advising them that cell phone use is not permitted, but it seems our patients don’t pay any attention to it. It has become a real problem.

Controlling cell phone use has become a national concern. We talk when we are driving in heavy traffic, we talk when we are dining out and we talk when we are being examined by a doctor. We don’t seem to have an “off switch” that tells us when cell phone use is totally inappropriate. That means, someone else must set the limits, and that places the responsibility on practices.

There are two very good reasons to limit cell phone use in the office. The first, of course, is for the comfort of other patients. Listening to a one sided cell phone conversation is about the most annoying thing I can think of. Another, more important reason for controlling cell phone use is that it comprises health care. How can we listen to the possible side effects of medication at the same time we are carrying on a telephone conversation?

The sign at the front is a good first step. I recommend a professionally made sign at the entrance with wording such as “For the comfort of all our patients, thank you for not using your cell phone beyond this point”.

To re-enforce the message, you may want to develop standard phrases for your staff to use when addressing infringements such as:

“Excuse me, Mr. (Patient), May I ask you to step outside to complete your call? If the nurse is ready for you while you are out, we will come get you.”

Once the patient is in the examination room and waiting to see the provider, they may want to use that time in talking on their cell phones. I don’t see a problem with that as long as they promptly end the call when the provider enters the room. For those who continue talking, I recommend that the provider excuse himself until the phone call is completed. Phrases such as, “I didn’t mean to interrupt your call” or I’ll excuse myself while you complete your conversation and be right back as soon as I’m finished with the next patient” will tend to limit cell phone use during the visit with the doctor.

Crystal Reeves is a Manager with Coker Group. Contact her at creeves@cokergroup.com.

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