Hello, Meg,
At the hospital where I work, the Lactation dept. has
a "warm line" with a voice-mail service for moms
calling in for help.  We have a form used to document
calls, and it seems to work fine.  We do not ask
permission to document info; during the course of the
call, I may mention that I need more information to
complete my records.  I haven't had a problem with
anyone refusing to provide info as yet.

One thing we needed to clarify was *how long* we
needed to hang on to these forms.  We are part of a
LARGE health care system that also has a general
advice line, staffed by nurses; we follow their
guidelines for our phone line and are saving the
records of calls for 18 months.

Hope this helps.
Carole Jernigan, IBCLC
Mary Birch Hospital for Women
San Diego, California


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