Providing Telephone Advice from the Emergency Department

Revised April 2025, January 2019, February 2013
Reaffirmed October 2006
Revised July 2000, August 1995
Originally approved September 1989

Emergency departments (EDs) often receive phone calls seeking medical advice. The ED provides care for patients in the department. ACEP does not recommend EDs attempt to provide medical assessment or management by phone. EDs should have a process for responding to calls for advice to direct individuals to timely and appropriate care. However, EDs should provide follow-up clarification and guidance for recent ED patients. ACEP encourages EDs to work with regional support services, which may include, but are not limited to, emergency medical services, medical call lines, telehealth services, and toxicology services to create an emergency network for access to timely and appropriate care.