- To enable Trainers to understand some of the issues relating to teaching effective telephone consultation techniques to their Registrars
- To increase knowledge about the differences between face to face and telephone consultations
- To explore issues relating to:
- GP/patient expectations styles techniques on telephone consultations
- To produce simple guidelines on methods of teaching and practising safe & effective telephone consultations.
The stages of the telephone consultation
|Stage 6||AFTER THE CALL||
Improving The Telephone Consultation
Some Simple Guidelines
- use any available records
- try and answer call in quiet place
- introduce yourself: who : where from (surgery: co-op etc.)
- establish identify of caller, relationship to patient
- patient details: name: age etc.
- try to talk to patient
- remain calm/polite: voice tone: speed of speech: right frame of mind
- enquire about reason for call
- elicit any other relevant information
- find out patients (callers) expectations/worries
- clarify mutual agreement
- make a plan with patient
- check advice understood/ask caller to repeat
- offer follow upland how/when to access it
- end positively and clearly
- make notes and housekeeping
An individual’s personal style of communication can be considered as their preferred way or ways of interacting. Each of us will have a different range or repertoire of skills which we are inclined to draw upon in combination during any interpersonal interaction.
In relation to patient consultations and telephone consultations in particular this can be thought of in a number of ways. For example, Heron’s framework of types of interaction can be used to analyse the range of different types of interaction employed during a consultation and to review alternative ways of handling specific types of calls.
Furthermore, our inclination to initiate certain types of interaction during a consultation may be influenced by the communication techniques we are skilled in using.
Heron’s six category intervention analysis (adapted)