Dear Ruth,
Thought I would email you with my BASIC phone procedure.  My practice is in
three areas: LC, childbirth education, and hypnotherapy.  The procedure is
identical for all, but in two separate logbooks (Hypnotherapy has its own,
the other I combine.)
I record (permanent recording) the name, phone, referral source, date and
time of call, in one block.  On the same line across from that block is
another with the cc and my resolution, suggestions, etc. in a succinct
manner.  There is a third smaller block to the right of that one which is my
"coding" for what to do next.  If  I leave it blank, that means  I need to
take further action or follow-up in some way.  If I put a check mark, that
means it is resolved with nothing further to do unless they call again.  If
there is an appt. made, or other, I specify.  This log is invaluable as I can
page back weeks or months later if the person calls again and quickly see my
notations.    I hope this is helpful to you.  Please let us know, if you
would about your work...sounds interesting.  I sent this to Lactnet too in
case someone else might find this helpful.  Good luck.
Linda Pincus, RN, IBCLC