The thing that helps me is clearly delineating things from the get go.
First, I have a private line that is my business line only. You can do
this with an phone in office, in home, or a cell phone, any of these with
answering machine. I state on my voice mail that services are by
appointment only. Thanks Barbara Wilson Clay for the model.
Model Message: "Thanks for calling the Breastfeeding Clinic , and voice
mail for xxxx, lactation consultant. You can bypass this greeting and
leave a message now by pressing the pound key. Please leave your phone
number twice, and speak clearly. I will return your call.
Breastfeeding Clinic services are available by appointment only. If you
want to schedule an appointment for a breastfeeding consultation, please
leave your name, phone number and I will return your call. If you have a
breastfeeding question that does not require an appointment, please feel
free to call LLL at xxxxxxx to find the name of your local LLL Leader and
times of local LLL meetings. For electric breastpump rentals, call xxxxxx,
at xxxxx. If you have an urgent breastfeeding problem, please call your
MD, midwife, or the local hospital ER. Thank you for calling, and have a
great day."
There is no trap involved. State things clearly and up front. When I call
someone back, I introduce myself, and before they begin, I tell them that
the way that my practice works is that I have time for a short question
then, about 5 minutes, but that if they have a problem that will take more
than this, a consult is best..either phone or in person. That way, they
get the care they deserve, and my full attention...and my
in-person evaluation and guidance, and I can best help them with their
concerns. Helping mothers over the phone is something I've done for years.
I feel that it is shooting in the dark, at times, and I tell mothers that I
hate to shoot in the dark and miss. Paid consults mean that patients get
full care and professional attention, and I get remuneration. Win win.
Point is made. No apologies. Just fact.
Kathleen
At 12:58 PM 12/7/2002 -0500, you wrote:
>Kathleen,
>
>I appreciate your comments about private practice. A former LLL leader
>myself, I find especially with phone help, that I fall into the trap of
>giving free consults. Sometimes I'm quick enough to think on my feet and
>give my spiel about my fees for HV/phone consult but other times moms are so
>frantic they've already spent more than five minutes spilling out their
>problems and receiving my replies so to ask for reimbursement after the fact
>seems inappropriate as moms should know upfront that there is a charge (this
>applies to phone help without HV; if mom and baby warrent a HV that's
>identified quickly and then I don't mind spending 15 min outlining immediate
>interventions until HV possible).
>
>You stated: "If someone needs to talk over a situation, and they do not want
>a consult, and if it takes more than 5 minutes, they can call upon the
>resources that are in place for phone help, or we can arrange a phone
>consult." When do you bring up phone consult fee? In the beginning or after
>5 min goes by? And out of curiosity, generally what are moms' reactions?
>
>Thank you.
>Barbara Latterner, BSN, RN, IBCLC
>
>
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