If the situation is life threatening, call emergency dispatch at 911.
The telephone is an important tool in any medical practice, allowing us to help you care for your child in many ways. The following information outlines how we can assist you most efficiently and accurately when you call.
We will provide you with handout information and references in anticipation of many of your healthcare questions. Caring for Your Baby and Young Child: Birth to Age Five from the American Academy of Pediatrics is the initial childcare manual we recommend. Please assist us in the care of your child and the management of our time by consulting these sources prior to calling.
Calls regarding routine child care, minor illnesses and prescription refills should be made during regular office hours. You will be asked to leave a message stating your name, phone number where you can be reached, your child’s name and age, and a brief description of symptoms or concerns. Since your doctor may be seeing scheduled patients, a nurse will return your call as soon as possible with priority given to the more urgent concerns.
Our nurses will be able to answer your general medical questions and instruct you in the care of most minor illnesses. If they are unable to do so, the patient chart and your concerns will be reviewed by your doctor as time allows between patient visits. In most cases, the return call will be from the nurse of your child’s physician. When you expect a return call, please leave your line open and stay near the phone.
If your child is ill and an appointment is needed, please call us as early as possible in the day. If you feel your child is seriously ill or there is an emergency, please state this to the staff member who is answering your call.
Calls after office hours should be made only for emergencies or urgent problems that cannot wait until regular office hours. After hours, your call will be answered by Children’s Mercy Hospital call center and a nurse will attempt to call you back within 30 minutes. Please have the necessary information at hand (i.e. names of medications, the phone number of an open pharmacy, your child’s temperature and weight, etc.) If the situation is urgent or you cannot stay at the number given, please indicate this and the nurse will return your call as soon as possible. If your call has not been returned within 45 minutes, please check your phone’s working condition, then call again to verify that the correct phone number was conveyed to the nurse.