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Acupuncture and Chinese Medicine Clinical Student Handbook

Protocol for Handling “Treatment Reaction” Calls

Patients occasionally have treatment reactions and may call to express their concerns. Whether onsite at a NWHSU clinic, or offsite at an external host clinic, the Clinic Reception Desks will take the information and present it to the Clinic Supervisor on duty at the time OR call to the NWHSU Chair of Clinical Education. If the call happens on the same shift or at a time when the intern is present, the Clinic Intern may speak with the patient at the time of the call in order to listen to their concerns. The patient will be advised that the student Intern will consult with the supervisor and then get back with them.

Students will pull the patient’s chart and then approach the Clinic Supervisor on shift to discuss the concern. After receiving input from the Clinic Supervisor, the Clinic Intern may relay this information to the patient.

  1. If you have been asked to handle the call, please consider the following guidelines:
  2. If it is an Emergency, refer the patient to the Emergency Room and have them call 911.
  3. If it is not an Emergency, listen receptively and take explicit notes.
  4. Be a compassionate listener, but do not express your opinion regarding their situation.
  5. If the Student Intern who treated the patient is not available, the Clinic Reception Desk will present the information to an available Clinic Supervisor who will then choose a Clinic Intern to handle the situation.
  6. Discuss the reaction with the Clinic Supervisor.
  7. Chart your discussion with the Clinic Supervisor in the patient’s chart.
  8. Return the phone call to the patient and chart both your conversation and their conversation.
  9. All phone calls to patients must be conducted from a phone line provided for that purpose. Interns are not allowed to contact or respond to a patient regarding their treatment unless they have received input from a Clinic Supervisor.