AC12 (348)    CONTACT ISSUE CODE (745.2)

Name Value
CODE AC12
NAME Phone Calls not Returned/Letters not Answered
STATUS NATIONAL
DEFINITION
a.  Patients complain they call physician, clinics, various support 
services (x-ray, lab) and a message is left for a return call which does 
not occur.
 
b.  Phone rings over long period of time but no one answers/put on hold 
too long.
 
c.  Patient family complain they wrote a letter and have not received a 
response.
CUSTOMER SERVICE STANDARD 2