Closing the conversation with clear next steps

Even a clear explanation can be undermined by an unclear ending. Patients should leave knowing what will happen next, how and when they will be contacted, and what to do if circumstances change.

Clear endings lower anxiety, reduce repeat contacts and show that the information collected leads to a defined process.

Close clearly

• Summarise what you have recorded.
• Name the next process, team or review route where appropriate.
• Check the contact details and safe-contact needs.
• Give the expected timeframe using local wording.
• Explain what to do if symptoms change or the patient feels unsafe.
• Thank the patient for giving the information.

The patient should leave the contact knowing what the questions were for and what will happen next.

Avoiding the Dead End