Manage required call‑outs for critical/STAT and special requests

Call Results lists orders that require a live phone call to the client (or designated contact) to confirm result receipt or to deliver/verbalize results. Typical triggers include:

• Critical values requiring immediate notification
• STAT orders needing expedited confirmation
• Client-specific requests (e.g., “phone all positives”)

What appears in the queue

• Orders/tests flagged by notification rules
• Suggested contact destination(s)
• Current call status: Pending

Instructions

1. Open the module

• Go to Results → Call Results.

2. Filter the queue

• In the Filters panel, select:
  • Date range, Client/Site, Department/Test
  • Status (Pending, Attempted, Completed)
• Click Check Calls to load matching items.

3. Review rule details

• Select a row and click View Rule to see:
  • Why the call was generated (threshold, policy, client request)
  • Who to call (primary/backup contacts, on‑call)
  • Required timeframe and documentation requirements (e.g., read‑back)

4. Make the call

• Verify patient using two identifiers before discussing PHI.
• Provide the result succinctly; for critical values, obtain a read‑back.
• If no answer, do not leave PHI on voicemail. Follow your no‑PHI voicemail policy and escalation path.

5. Document the outcome

• Capture: contact name/title, phone number, date/time (auto‑stamped), method (call, page), result summary, read‑back verification (Yes/No), and any instructions given.
• Log attempts (Attempt 1/2/3), next action, and escalation.

6. Complete or requeue

• Mark Completed when acknowledgment is obtained.
• Use Retry/Follow‑up to schedule another attempt; escalate to on‑call or provider per policy.
• Optionally send an Additional Copy (fax/email/portal) and record that action.

Best practices

• Critical result calls
  • Call within policy (e.g., ≤30 minutes); require read‑back.
  • If the ordering provider is unavailable, contact the designated alternate per the rule.
• STAT/urgent items
  • Prioritize by SLA countdown; escalate early if unable to reach the contact.
• Documentation
  • Keep notes objective and complete; reference any attachments (fax confirmations).
  • Use standardized call scripts to ensure consistency.
• Privacy
  • Never leave PHI on voicemail unless your policy permits and requires specific phrasing.
  • Confirm the recipient’s identity before disclosing results.

Fields you may see (and what they mean)

• Reason/Rule: Critical threshold, STAT flag, client request
• SLA target: Required notification timeframe
• Contact: Name/role/number; backup/on‑call contact
• Result summary: Key value(s) and interpretation notes
• Read‑back: Documented yes/no and by whom
• Attempts: Count and timestamps of previous attempts
• Status: Pending, Attempted, Completed, Escalated

Reporting, audit, and compliance

• Every action is audit‑logged (who, when, what, outcome).
• Generate reports of call compliance by client, department, or rule type.
• Maintain documentation for CAP/CLIA and payer audits (critical call logs, timestamps, read‑back).