Ob/Gyn: Telephone Communications (Claims Corner CME)


The most frequent inconsistent practice found in the Risk INSIGHT was telephone communication (22 percent not met). The specialty with the lowest compliance was Ob/Gyn practices (27 percent not met). When appropriate and adequate systems are in place, the physician is less at risk for having a suit filed. This case-based study provides insights and risk management techniques to lessen the frequency and severity of such a claim.

Course ID #: TDE 190226.0 Issue Date: 04/10/2019 Expiration Date: 04/10/2022


After completing this activity, learners will be able to:

  • Ensure medical assistants are NOT referred to as "nurse."
  • Use the Ask Me 3® protocol or Teach-Back method when communicating with patients over the telephone and in the office.
  • Approve only licensed providers to evaluate telephone issues and provide care instructions.
  • Accurately document the nature of all phone calls and the instructions given to the patient.
  • Institute provider-developed written protocols for front office staff or unlicensed personnel outlining how to respond to patient questions and concerns.


No individual in a position to control or influence the content of this activity has reported relevant financial relationships with commercial interests. No commercial support was provided for this activity.


The information and guidelines contained in this activity are generalized and may not apply to all practice situations. We recommend that legal advice be obtained from a qualified attorney for specific application to your practice. The information is intended for educational purposes and should be used as a reference guide only.

Course Developers

Susan Shepard, MSN, MA, RN, CPHRM, Senior Director, Patient Safety and Risk Management Education, Department of Patient Safety and Risk Management, The Doctors Company

Julie Hopkins, MA, MBA, Director, Continuing Professional Education, The Doctors Company

Continuing Education Credit

The Doctors Company is accredited by the Accreditation Council for Continuing Medical Education (ACCME) to provide continuing medical educational activities for physicians.

The Doctors Company designates this activity for a maximum of 0.5 AMA PRA Category 1 Credit™.  Physicians should claim only the credit commensurate with the extent of their participation in the activity.

Complies with State Requirements

Please SEE the Federation of State Medical Boards overview of Continuing Medical Education requirements by State. 

Technical Requirements

The activity is best experienced using the most current browser: Firefox, Chrome, Safari, or Microsoft Edge. Internet Explorer is not supported by this platform. All activities featuring audio must have a speaker. To view graphic images and references that appear in separate "pop-up" windows, JavaScript and session cookies must be enabled on your computer. Adobe Acrobat Reader may be required for certain activities.

Contact Us

If you have questions, contact educationsupport@thedoctors.com or call 800.421.2368, extension 1243.


Visit our Resource document for this program.