Are you and your staff properly documenting all your conversations with and correspondence from clients as part of your risk management practices? You should. It sounds simple, right? If it doesn’t, perhaps you should review these points:
Types of notes. When should you take notes? Phone calls and in-person conversations should be noted. This includes any follow up conversations. Make sure these notes include the date and time as well as a summary of what was discussed. The person writing the note should add his or her initials or signature.
Sharing the notes. How do you know your staff has taken notes? Has the information been shared with the client? Again, make sure there is a process in place. Should the notations also be placed on your desk for your review? Should you be emailed the notes? Make sure you and your staff are clear on what to do with these notes, so clients aren’t ignored, and important information isn’t missed. It’s a good idea for you to sign off on the notes as well, if possible.
Place to keep notes. Do you have an established place for the notes? Is it a physical notebook? Is it within an electronic document? It is within the client’s file? Make sure you and your staff know where these notations should go.
Are there any follow-up actions necessary? Make sure the notations are clear on what happens next and who needs to complete that activity.
Today is a great time to start a new note-taking process. If ever you face an errors and omissions claim, you’ll be glad you did.