Emergent and after hours calls in skilled care facilities.

M and taking calls in and for skilled nursing facilities (SNFs) is often unsettling for all nursing facility staff placing the call, health care providers receiving it, and residents/family awaiting resolutions to requests. These phone calls are a part of the job and important to both the safety and well-being of residents and frequently result in changes in care plans. Yet, the skills needed to be successful in communication are seldom taught in school or outlined in new employee orientation. The current editorial focuses on methods to improve processes and outcomes for urgent calls (i.e., those that need to be handled within 1 to 2 hours) and same-day calls that occur in SNF and long-term care facilities (Katz, 1990). These techniques are equally relevant for residents who are short term or those who reside in the facility.