How are phone calls answered? We make every effort to efficiently direct your call to our staff member who is best capable of caring for your needs. We have well trained nurses who provide advice based on published protocols. 100% of your calls are reviewed by your doctor so that we may ensure that you have received accurate advice, as well as giving your physician the opportunity to add anything we think you or your child may need. If there is no protocol available for your question, your concerns will be forwarded to your doctor for review. Our staff will then call you back with your doctor’s response once he or she has reviewed your information.