Identify any red flags
As a receptionist, you're constantly interacting with patients. It's likely that some of these patients will require emergency care. To help you identify when this is the case, look out for the following red flags:
Red Flag🚩 | Description✍️ |
Signs of a heart attack | - Pain like a very tight band
- Heavy weight or squeezing in the centre of your chest
- Any pain that moves into your jaw or neck |
Signs of a stroke | - Face drooping on one side
- Can't hold both arms up
- Difficulty speaking
- Weakness or numbness on one side of your body |
Severe difficulty breathing | - Gasping
- Not being able to get words out
- Choking or lips turning blue |
Heavy bleeding that won't stop | - Uncontrollable bleeding from any part of your body |
Severe injuries | - Including deep cuts after a serious accident |
Poisoning | - Swallowed something that you should not have (medicines, batteries, household chemicals) |
Seizure (fit) | - Shaking or jerking because of a fit
- Unconscious (can't be woken up) |
Sudden, rapid swelling | - Of the eyes, lips, mouth, throat or tongue |
Mental health emergency | - Patient's life is at risk (e.g., they have, or are planning to, seriously injure themselves or take an overdose) |
Escalate to a clinician
- If you identify any red flags, advise the patient to call 999.
- If they can’t or don’t want to call 999, contact the Duty Doctor or Paramedic (via call, urgent screen message or in-person) at your practice immediately. Pass on the patients details and explain the situation, whilst keeping the patient on the line (if feasible).
- In most cases, the doctor/paramedic will contact emergency services on behalf of the patient (see Requesting an Ambulance via the HCP Line). However, depending on the severity of the issue, they may suggest that you book the patient a same-day appointment instead.
- The doctor/paramedic will pass any pertinent information that the patient should be aware of from the emergency services call to you, if necessary. Inform the patient of this before ‘closing the case’.
Next steps
- After you've escalated the call, make a note of this in the patients 'consultation' notes on EMIS
- Handling calls like these can be very challenging. Please use the following resources to seek support if you're feeling worried, stressed or overwhelmed after a difficult call with a patient:
- Take a break
- Have a chat with your Line Manager or our Patient Care Manager
- Try peer support
- NHS Staff Support Line
If you are feeling overwhelmed, it can really help to take a break. You could go for a walk, make a drink or have a chat with a friend (or anything else that you enjoy!).
Opening up to someone about your experience can help you feel supported and listened to. Please speak to your line manager or our dedicated patient care manager at any time (their contact details can be found here).
As one of many call handlers, you will not be alone in dealing with difficult patient interactions. You might find it easier to talk to people with similar experiences.
If you would feel more comfortable speaking with someone outside the workplace, the NHS offers a confidential text support service for all staff. You can access support by texting FRONTLINE to 85258. This service is available 24/7.