As the health care industry’s most comprehensive library of customizable policy and procedure templates, MCN Healthcare’s Intensive Care Unit Policy and Procedure Manual includes this customizable template, Service Standards - Telephone. MCN’s policy library helps you meet compliance with Joint Commission and federal regulations including CMS, CDC, OSHA, OIG, HIPAA and more.

MCN’s templates save you time, money and resources, rather than developing healthcare policy and procedure manuals from scratch.

Here is some sample content from Service Standards - Telephone:

	POLICY: Telephone etiquette conveys a first and often lasting impression. Therefore, these standards are based on courtesy to patients, staff, visitors and physicians. As such we will: General: Answer all telephone calls within three rings; Identify our department, and ourselves; Offer our assistance. Use an alert, pleasant, distinct, expressive tone of voice. Give a progress report to callers on hold every 30-40 seconds. Take messages accurately and in writing. Terminate calls courteously. Do not chew gum or eat while talking on the telephone. When placing a call, identify...
Second excerpt:
	...telephone. When placing a call, identify ourselves. Transfer calls promptly and courteously. Assist incorrect calls and direct them to the appropriate number. Return calls as soon as possible or within 24 hours. SUBJECT: SERVICE STANDARDS - REFERENCE #1011 TELEPHONE PAGE: 1 DEPARTMENT: HOSPITALWIDE OF: 1 EFFECTIVE: APPROVED BY: REVISED: ...