A Telephone Encounter is used for documenting communication with a patient often related to sharing results or giving medical advice. The Telephone Encounter Navigator is used to document the contact details, reason for call, and additional information. The clinician is able to place orders on this encounter and route to support staff as needed.

Resources

The following resources provide information on Telephone Encounter functionality.

• Documenting Medication Requests for Ambulatory Nursing - (Handout) Generating a Telephone Encounter to document incoming medication (initial and renewal) requests allows staff to effectively triage and manage these requests from within Epic. The process shown below is also used for requests sent by faxes, emails, etc.

• Documenting Patient Calls - (Handout) Clerical staff may need to documented a telephone conversation in a patient’s chart.

• Documenting Patient Calls (CLR001) - (eLearning 11 min) Learn how to document Incoming and Outgoing patient calls using the Telephone Call activity.

• Fixing a Telephone-Call Encounter Made in Error (CLR002) - (eLearning 4 min) Telephone Call encounters cannot be deleted, but can be edited to document the error.

• Reviewing Patient Calls In Basket Messages - (Handout) When a telephone encounter is created to document a patient call and routed to a clinician, an In Basket message will display in the Patient Call folder.

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