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.

Making telephone calls

Often reception have to contact a patient for medical reasons. This is a highly sensitive matter and must be handled with great care.

The verbal handshake is key in this context, as patients on the other end of the phone may feel suspicious about the veracity of the call or be in a situation where they cannot speak freely. Your manners, discretion and courtesy will make all the difference to that patient.

When contacting patients by phone:

• Do the homework - even before picking up the phone, have a good understanding of the purpose for the call and review patients’ notes for:
• their current care plan
• any upcoming appointments
• any other alerts relating to their care
• Greet - introduce yourself and ask to speak to the correct person.
• Check timing - politely ask the patient if this is a good time to talk. They may be in the middle of driving or in a busy office and cannot speak.
• If they cannot talk, find out when a good time to call would be, or ask them to call you back when it is convenient for them.
• Confirm the identity of person receiving call before divulging any other information:
• be certain that you have the right person by asking for the first line of their address and their date of birth.
• Inform them that the call is being recorded - once you are sure you have the correct person, let them know that the call is being recorded and get their consent for the recording.
• If the call recipient objects to the recording, you can stop it by pressing *5 (to restart recording, just press *5 again).

Script for making a call

So, how might you apply the behaviours of the verbal handshake to making a call to a patient?

1. After doing background research, make the call and greet them, including identifying yourself and the surgery:
• “Hello, this is (your name) calling from (your surgery) Surgery. May I please speak with (patient’s name)?”
2. Check that the patient is free to talk.
• “Is this a convenient time to talk?”
• If not: “When would be a good time for you?” and/or “Would you prefer to call me back when you are free?”
3. Confirm their identity.
• If they are happy to continue: “To confirm that I have the correct person, please may I have your date of birth and first line of your address?”
• If they want you to call back: “To confirm that I have the correct information, please may I have your date of birth, and is the best number to reach you on the one ending in (then repeat the last four digits of the number on their record)?”
4. Inform them that the call is being recorded and get their consent.
• “I want to let you know that this call is being recorded for policy purposes. Is that okay with you?”
• If they object to the recording: “That is fine, please bear with me while I turn the recording off. (press *5) It is now off.” (This confirms that you have done as they’ve asked and puts them at ease.)

Now you should be in a good position to discuss the purpose of the call with the patient.