Providing Telephone Advice from the Emergency Department

Approved October 2006
Reaffirmed by the ACEP Board of Directors October 2006
Revised and approved by the ACEP Board of Directors July 2000
Revised and approved by the ACEP Board of Directors August 1995
Originally approved by the ACEP Board of Directors September 1989 

Emergency departments (EDs) often receive telephone calls from the public seeking medical advice. Each ED should have a procedure to identify the nature of all incoming calls. An individual whose call may concern a life- or limb-threatening medical emergency should be instructed to access the emergency medical services (EMS) system. Calls from patients recently discharged from the ED should be managed according to prearranged protocols that include the circumstances in which the patient should return to the ED.

Most medical conditions cannot be accurately diagnosed by telephone; however, individuals often call the ED seeking general medical information or advice. With the exception of the above situations, the American College of Emergency Physicians (ACEP) recommends that EDs do not attempt medical assessment or management by telephone. Callers should be advised that EDs are available at all times to assess their condition.