(a) Registrants shall make records of the telephonic exchange of information between the telephone medical advice service and each consumer. The record shall be adequate to ensure effective review by the Bureau; example, permitting an administrative review of the record to investigate a complaint. At a minimum, the record shall consist of an accurate summary of the telephonic information exchanged including, but not limited to, the names of the caller and health care provider, date and time of the call, the patient's question regarding his or her or a family member's medical care or treatment, and the response that was provided.

(b) For purposes of this chapter, the term “record” or “records” includes all material possessed by the registrant regardless of form or format that relates to the provision of telephone medical advice to consumers in this state.

(c) Records created pursuant to this chapter shall be maintained for a period of five years. Registrants shall also maintain copies of all consumer complaints made to the registrant regarding its telephone medical advice service for a period of five years.