Scenario	Message to Convey	Script
Family of Patients in ED PRIOR to MCI
Still in ED [and confirmation of presence in the ED is allowed according to hospital policy]	Reassure family their loved one is being well cared for and take a message to pass on to patient. If you would typically give the call to the RN or patient, take a message (assuring the family that the call will be returned as soon as possible).	“Your loved one is still in the Emergency Department and is being cared for by our staff. I would be happy to take a message and pass it on as soon as possible.”
Admitted [and confirmation of presence in the ED is allowed according to hospital policy]	Reassure family the patient has been admitted to the hospital	“Your loved one has been admitted to the hospital and is being cared for by our staff. I would be happy to take a message and pass it on as soon as possible”
Family of Unaccompanied Minors from the MCI
Child has been identified & still in ED [and confirmation of presence in the ED is allowed according to hospital policy]	Confirm the child is here & being cared for. Get someone here to be with child via the family reunification center.	“Your child is here & safe. He/she is currently being treated by our staff. When you arrive at the hospital please check in and we will be happy to reunite you.”
Child has been identified and discharged [and confirmation of presence in the ED is allowed according to hospital policy]	Reassure child is here & safe. Get them to the family reunification center to pick up child.	“Your child is here & safe. He/she has completed treatment and is currently with one of our staff members. When you arrive at the hospital please check in and we will be happy to reunite you.”
Child not identified or we are not allowed to disclose information due to hospital policy	Direct the call to the contact person in charge of family reunification for the hospital	“I’m sorry. I do not have a child by that name currently. We are still working on identifying all of our patients. Can I transfer you to [appropriate place to send that call] to provide your child’s information to?”
Family/Friends of Identified Adults from the MCI
Patient still in ED [and confirmation of presence in the ED is allowed according to hospital policy]	Assure them that family member is being well cared for & take a message to pass to the patient when time allows	“Your loved one is here & is being cared for by our staff. I would be happy to take a message and pass it on as soon as possible.”
Unidentified MCI Patients	Direct the call to contact person in charge of identifying patients	“I’m sorry. I do not have a patient by that name currently. We are still working on identifying all of our patients. Can I transfer you to [appropriate place to send the call] to provide your loved one’s information to?”