Handling phone calls - the ‘verbal handshake’

Often, the first impression someone gets of one of our surgeries is on the phone, so it is vital to start the process in a positive way. A good verbal handshake can help you accomplish this. After all, a happy exchange leaves both the caller and the receiver in a better mood!

What is a verbal handshake?

A ‘verbal handshake’ is the manner with which you greet someone on a phone (or any other verbally based medium, like Teams calls, etc).

When mastered, the verbal handshake signals that you are in control of the call and establishes you as an expert communicator on behalf of Penrose Health. It sets a professional and easy tone, so that you can:

• give the caller the correct assistance at the outset, whether the caller is a patient, a laboratory rep conveying results, another doctor, etc.
• get all the data you need from patients without them feeling like you’re wasting their time or ignoring their sense of urgency.
• ensure that when making a call, the person receiving the call is ready and able to communicate with you.

What makes a good verbal handshake?

Below are some key verbal handshake behaviours that will create an environment for success: a positive phone experience for all.

• Focus attention on the person at the other end of the phone. Before picking up the receiver to answer or dial:
• end any other side conversations and remove distractions.
• do your homework - make sure you have all the required information at hand for the conversation you are about to have.
• Answer promptly - the longer the phone rings, the more time the caller has for frustration to rise
• Make the connection - greet the caller and identify yourself and your surgery.
• Speak clearly and slowly - there may be someone with hearing/language difficulties on the other end.
• Always use “please” and “thank you” - manners go a long way and people respond positively to good ones (and negatively to bad ones!).
• Smile – it shows, even through the phone lines. It really does.
• Recap - Repeat back, in your own words, what the patient has said to you, so that you can be sure that you have understood them correctly.
• Always keep pen and paper handy for messages - so callers don’t have to wait while you search for them.

Answering patient phone calls

Script for answering a call

Triaging the call

To accurately triage a call, you must first determine if the call is for a healthcare need (e.g. patient requesting an appointment) or for some other communication.

Finishing the call

Before ending the conversation with the patient, remember to:

• emphasise the importance of keeping appointments.
• inform them that they should receive a text reminder three working days before the appointment, and again one working day before the appointment.
• tell them how to cancel their appointment: should they want to → email, call or reply to text message.
• give worsening advice: say “if your symptoms deteriorate/get worse, please call us, 111 or go to an urgent care centre”.

Challenging conversations

Patients usually call us because they are unwell, so they may be anxious and reactive. Your role, as the first voice a patient hears, is to be a model of reassurance and reason, creating an atmosphere of calm. Apply your verbal handshake skills, using the behaviours below to manage a challenging call.

1. Listen.
• Allow them to vent without interruption. In this situation, you may have to delay confirming the patient's details or triaging the call until the patient has said their piece.
• Stay calm and act sincerely.
• Ensure you understand their complaint/situation by recapping in your own words, before proposing a solution.
2. When the caller is finished ‘venting’, begin with assistance.
• Focus on solving the problem.
• Pick up the triaging part of the process, but use a great deal of sensitivity and reassurance with the patient during this.
• Let them know that you are asking for this information to ensure you get “the best help” for them.
• Empathy and sincere apology can help calm them down and open them up to possible solutions. Try something like “I am sorry that you feel this way. I will try to sort this for you”.

Escalating calls

Complaints

Do not immediately suggest that the patient can make a complaint if they seem upset. Allow the patient to speak to another member of staff or the Reception Lead first.

Should a patient insist on making a formal complaint, see our page 😓Feedback & Complaints for further details.