I have some questions regarding the documentation of calls on a
Breastfeeding Support Helpline.  We are unable to provide Supporters with
any insurance so guidelines are stringent and document is meticulous and as
professional as possible as our only real protection against liability.
Supporters answering the phone must document all
calls/suggestions/referrals/follow up etc on a given form which is kept
securely.
Some calls are de-identified and reviewed at monthly Supporter's meetings as
training and revision tools.
Should we be asking permission and/or informing the caller that we are
documenting the call?
All Supporters jot down contemporaneous notes during the conversation then
write up the report on the official form. Should those jottings be filed and
considered part of the Call Record or can they be safely discarded?

Many thanks,
Meg Kingsley IBCLC
Dubai UAE



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