Emergency and After-Hours Call Handling Checklist
A call sheet for handling urgent and after-hours calls using your office's own policy and your dentist's instructions.
Date: Time of call: Taken by:
You are not giving clinical advice. Your job is to listen, record, stay calm and pass the call to the right person under your office policy. Follow your dentist's instructions for anything clinical.
Life-threatening
If the caller describes trouble breathing or swallowing, heavy bleeding that will not stop, serious injury, or loss of consciousness, tell them to call 911 or go to the nearest emergency room right away. Record the call afterward.
Caller details
- Caller name: Patient of record? [ ] Yes [ ] No [ ] Unsure
- Patient name (if different): DOB:
- Best callback number: Alternate:
- Where is the caller now?
What the caller reports (their own words, no diagnosing)
Pass it on
- Who is on call today: Phone:
- Contacted on-call provider / manager at: Result:
- Gave the caller only the instructions your dentist has approved:
- Offered the next available appointment: Date Time
- Told the caller when to expect a call back:
Follow-up
- Logged in the patient record
- Added to tomorrow's opening list
- Callback made at: by:
Notes:
Follow HIPAA (US) / your provincial privacy law (Canada) and your office policy when recording and sharing patient details.
A starting point. Adjust it to your office policy.