The Daniels Group received a frantic call from a doctor who was a customer of our communications division, and she happened to be undergoing a review by the Medical Board that day.
The physician had called because she was being charged that she had not responded to an emergency page. The doctor was facing a serious penalty.
She called our Call Center Manager in a panic during a lunch break and needed the proof that she had responded to the emergency page.
…And she needed it within the next 45 minutes.
Unfortunately she did not know when the specific call had taken place but guessed at between 6 months and a year prior to this inquiry. The doctor did not have any of the names of those involved, the dates of these occurrences, and not even a specific time of day to work from.
The Daniels Group Call Center Manager conducted some research based on the limited information available and found that on October of the prior year there was documentation on file with our company that a nurse had been paging this very same doctor without a response for more than four hours.
The documentation went on to reveal that when the nurse was asked at the time, what pager number she was using, and the number she gave did not match the number on file for this physician. As a result the Daniels Group operator paged the doctor directly and she responded immediately to the emergency call.
The doctor was relieved that The Daniels Group maintained this documentation and told us how much she appreciated not only our record keeping, but the diligence with which we were able to locate the data on this incident so quickly.
