Telephone consultation tips
Telephone consultation tips
To make telephone consultation useful for patients there are a few tips to follow:8
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If you’re calling the patient check they can hear you, understand who you are and that you can have their full attention for the time you require. If not, arrange a time to call back
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Ensure safety netting up front: if the patient is cut off or triaged for a later appointment then tell them to call back straight away if their condition worsens or follow the NHS 111 online system. In an emergency they should continue to call 999
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Remember that during this ‘new normal’ the patient may be experiencing a range of emotional problems, from anxiety to loneliness. Although visual cues are not available, listen to the patient’s tone, their worries and engagement and tailor your consultation
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Speak directly to the patient whenever possible. If this is not possible, include carers or family members but ensure the patient can still hear and is part of the conversation
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Do not feel obliged to discuss all concerns on that call; if you need time to find out the answer or feel that the patient would benefit, then schedule another call
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Listen carefully, take notes and avoid pre-empting what the patient is saying. Recap their emotions to show you have empathy such as: ‘I can hear you are worried about…’ and if they appear hostile, defuse this with an apology such as:
‘I am sorry to keep you waiting’ or ‘I am sorry you are feeling frustrated’ -
Let the patient disconnect first to ensure you have allowed them time to raise their questions or concerns