1. Basic Telephone Techniques in Health Care

2. Screening Calls Follow company’s policy *immediate family members?
*other professionals?
*emergency?

3. Screening Calls Collect information Name of the caller
“May I have your name, please?”
“May I ask who is calling, please?”

4. Nature of call
“May I help you?”
“The therapist is with a patient, would
you like to explain your problem to me
so I can determine if someone else can
assist you?”
“May I tell Dr. Smith why you are
calling?”

5. Handling Emergency Calls
Triage is process of evaluating the situation and prioritizing treatment.
* Who is the patient?
* What happened? When did it happen?
* Is the patient breathing? Conscious? Bleeding?
* Is it possible patient took a poison? How much?
* Have you called 911?

6. Handling Emergency Calls
Refer to appropriate person if available.
You may need to refer caller to emergency room or hospital.
Have emergency numbers ready

7. Telephone Appointment Triage
Questions: “What symptoms are you having?” “How long have you had the symptoms?” “Do you have a fever?” “Are you having trouble breathing?” “Are you in pain? Where? How bad?”