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Safe Questions for GP Receptionists and Care Navigators

Useful first-contact questions without clinical advice

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Safe Questions for Reception
Questions at First Contact
Opening the conversation
Open, Closed & Clarifying
Sensitive & Private Details
Refusal & Frustration
Avoiding Leading Questions
Avoiding Clinical Advice
Recording Patient Words
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Recording the patient's words and checking understanding

Good records are concise, factual and clear. They help colleagues see what the patient asked for, what was said and done, and whether follow-up is needed.

Use the patient's own words when you can. If you must summarise, keep it neutral and separate fact from interpretation.

Record clearly

The patient's main words or request.
Answers required by the script or template.
Privacy, communication or access needs.
Refusal to share details, if relevant.
Escalation, handover or next action.
Who now owns the next step.

Record what the patient said and what you did; avoid replacing their words with your own clinical interpretation.

Reading back a brief summary reduces misunderstandings. Try: "I have recorded that you said..." This is helpful when a patient is upset, when communication is difficult, or when another team member will take over.

Follow local information governance and records policies. Do not add judgemental language, speculation or unnecessary sensitive detail.

Why Documentation Matters – Catherine Gaulton

Video: 3m 37s · Creator: HIROC. YouTube Standard Licence.

This HIROC video features Catherine Gaulton explaining why documentation matters. She draws on her experience as a nurse and lawyer to emphasise that records should show what happened and what the next person needs to know to continue care safely.

The video notes that clear records also support quality review and can have legal value, but the main purpose is communication for ongoing care.

Her practical advice is to tell the patient story briefly. Avoid long narratives; capture what was happening, what mattered and what was done.

The video notes that clear records also support quality review and can have legal value, but the main purpose is communication for ongoing care.

Her practical advice is to tell the patient story briefly. Avoid long narratives; capture what was happening, what mattered and what was done.

Was this video a good fit for this page?

Scenario

A patient says, "I am scared because it feels different this time." You are tempted to record, "Anxious patient wants routine appointment."

What should a safer record do?

Use the patient's own words about being scared and that it feels different.
Avoid adding a label such as "anxious" unless it is directly relevant and factual.
Record the questions you asked and the answers given.
Check your understanding if anything is unclear.
Record any escalation or handover action taken.

Optional: Not part of the course final assessment.

Another?

Key Points

Please take a moment to review these points, reflect on their significance and consider how they apply to your own experiences.

Tick to confirm (optional):

Use the patient's own words when possible; quote verbatim for key concerns.
Record required script/template answers and the patient's main request.
Note privacy, communication or access needs and any refusal to share details.
Document questions asked, answers given, and any escalation or handover actions.
State who owns the next step and what follow-up is needed.
Avoid judgemental language, labels or speculation unless clearly factual and relevant.
Use a brief read-back (e.g. “I have recorded that you said...”) to confirm understanding.
Follow local information governance and records policies for sensitive details.

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Avoiding Clinical Advice Exam Pass Notes

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Course Snapshot

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Length: 45 minutes CPD (0.75 CE Credits)
Appropriate for: gp receptionist, care navigator, call handler, frontline administrative staff, practice manager, reception supervisor, administrator, medical secretary, care coordinator
Course Price: Free
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To receive a CPD certificate you must view all course pages while logged in, then take a MCQ assessment.
- 10 questions, pass mark 80%.
- You have unlimited attempts.

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Cite this resource

Harvard

Mecourse Lifelong Learning (2026) ‘Recording the patient's words and checking understanding’. Birmingham, UK: Mecourse Lifelong Learning [Online]. Available at: https://www.mecourse.com/safe-questions-for-gp-receptionists-and-care-navigators-recording-the-patient-s-words-and-checking-understanding [Accessed 12 May 2026].

Vancouver

Mecourse Lifelong Learning. Recording the patient's words and checking understanding [Internet]. Birmingham, UK: Mecourse Lifelong Learning; 2026 May 9 [cited 2026 May 12]. Available from: https://www.mecourse.com/safe-questions-for-gp-receptionists-and-care-navigators-recording-the-patient-s-words-and-checking-understanding.

Chicago

Mecourse Lifelong Learning. “Recording the patient's words and checking understanding.” 2026. https://www.mecourse.com/safe-questions-for-gp-receptionists-and-care-navigators-recording-the-patient-s-words-and-checking-understanding. Accessed May 12, 2026.

APA

Mecourse Lifelong Learning. (2026, May 9). Recording the patient's words and checking understanding. https://www.mecourse.com/safe-questions-for-gp-receptionists-and-care-navigators-recording-the-patient-s-words-and-checking-understanding

IEEE

Mecourse Lifelong Learning, “Recording the patient's words and checking understanding.” Mecourse Lifelong Learning. https://www.mecourse.com/safe-questions-for-gp-receptionists-and-care-navigators-recording-the-patient-s-words-and-checking-understanding (Accessed: May 12, 2026).

AMA

Mecourse Lifelong Learning. Recording the patient's words and checking understanding. Mecourse Lifelong Learning. Published May 9, 2026. Accessed May 12, 2026. https://www.mecourse.com/safe-questions-for-gp-receptionists-and-care-navigators-recording-the-patient-s-words-and-checking-understanding.

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Recording the patient's words and checking understanding

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Why Documentation Matters – Catherine Gaulton

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