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August
2007
Formal Documentation Can Reduce Risk
Today’s fast-paced communications add
complications to traditional documentation methods and
present challenges to those managing document flow and
completion. To help curb the possibility of an errors and
omissions (E&O) claim, consider the following areas often
subject to documentation shortfalls:
- E-mail. These
come and go instantly. Workers may go through 100 or more
in a day without realizing it. E-mails often contain material
or personal information about clients; moreover, they contain
details on business arrangements or agreements. Staff should
be trained to save copies of all client emails in client
files even if it means printing a copy of every single
one.
- Fax. Records of all material information sent
or received via fax should be kept in respective client
files with no exception.
- Phone. This can be difficult—some workers are on the phone
all day. Regardless, employees must be trained to keep a
record of all client phone conversations. Much “he
said, she said” can be eliminated with good phonerecord
keeping.
- Portable electronics, cell phones,
PDAs, etc. Any communication device employees use for business
must comply with your business’ communications
regulations. Records of all client communications must
be kept diligently even if sent or received while on the
road.
Some businesses may choose to store files
electronically. In these cases, a remote back-up system must
be established, and in all cases—no matter the communications medium—some
sort of off-site back-up should be in place. The loss of
client records can wreak havoc on a business and make claims
processing very difficult.
Reduce your E&O exposure with
a formalized and enforced documentation system. It can
really save you in the event of a claim.
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