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Briefly review the patient chart beforehand.
It may not always be appropriate to phone.
Example: patient has dementia, language barrier, etc. -
Consider your language.
Will the patient understand what you’re talking about? Are the words you’re using familiar to them?
Example: “routine tests to keep you healthy and well” vs. “preventive screening maneuvers” -
Make sure you are speaking to the patient before you continue.
-
Identify who you are and the doctor you’re calling on behalf of.
-
Be clear that the purpose of your call is not urgent.
It's a routine part of their care.
-
Don’t imply that you’ve been in their chart.
The doctor reviewed it.
-
Be clear about what is expected of the patient.
Example:
- Call back and ask for this person at this number between these times
- Come to the clinic to pick up a requisition
- Make an appointment with the physician or a care team member
- Make an appointment at the lab/diagnostic imaging within a certain timeframe
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Consider using key points versus a word-for-word script so that you sound natural.
-
Your script document could have ideas for handling different situations, should they arise.
Example: answering machine, chatty patient, clinical questions, etc.
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