OB/GYN Phone Workflows

Two practices behind one phone number

An OB/GYN office runs an obstetric practice and a gynecology practice on the same lines. Annual exams, contraception visits and problem visits sit next to new obstetric intakes, routine prenatal visits and calls from patients who are pregnant and worried.

Those groups need different handling, and the difference has to be clear from the first question. A pregnant caller with a symptom should never wait behind a routine annual booking.

Prenatal visits and new OB intake

A patient with a positive home test usually wants to know when she will be seen. Your practice decides when the first OB visit happens and how long it is. Katie offers times that fit, books into eClinicalWorks, and records the details your intake staff ask for.

Routine prenatal visits are booked with the patient's provider or care team under your rules. Katie does not calculate due dates or advise on timing; those questions go to clinical staff.

Symptom calls during pregnancy

Bleeding, pain, decreased fetal movement, leaking fluid, a severe headache with vision changes: these calls cannot wait. Your clinicians define the triggers, and Katie escalates by your rules, which may mean a transfer to labor and delivery or the triage nurse, an urgent summary, or direction to emergency care.

She never tells a pregnant caller that a symptom is normal. Even reassurance is a clinical act, and it belongs to your clinicians.

Privacy on sensitive calls

Gynecology calls often involve topics patients do not want overheard or repeated. The phone handling should be matter-of-fact and discreet.

Teenage patients add another layer. State rules on minors' consent for certain services vary, so your practice's policy decides what a parent who calls can be told, and staff apply it.

• Contraception, infection testing and other sensitive requests handled like any appointment request
• No clinical details read back to anyone
• A partner or parent who calls recorded as the caller, not given chart information
• Sensitive call reasons stated plainly in the summary for staff, and kept out of texts

Gynecology booking

Annual exams, follow-ups, contraception visits and problem visits each have their own length and their own providers. Katie books them into eClinicalWorks at the lengths you set, and gynecologic surgery requests go to your surgical coordinator with the details captured.

With MedReception Autopilot, each call summary is filed to the patient's chart from a staff member's own signed-in browser, so prenatal and gynecology phone contacts are part of the same record.