Ending calls with clear next steps

The end of the call should leave the caller clear about what has happened, what will happen next and what to do if the situation changes.

Why endings matter

Unclear endings often lead to repeat calls because patients do not know whether their request was recorded, whether they should wait, or when to call back. A concise closing reduces unnecessary follow-up and helps the patient follow the agreed next step safely.

Clear endings are especially important for anxious callers, people with communication needs, third-party callers, urgent requests and when a call-back is planned. The closing summary should use plain language and must not include clinical reassurance beyond your role.

End-call checklist

• Summarise the request in plain language.
• Confirm the next process or owner.
• Check the contact number and any access needs.
• Use local wording for urgent change or worsening concerns.
• Record the action before moving on if the call changes the next step.

Avoid vague endings

Some phrases sound reassuring but leave the caller unclear. "Someone will get back to you" may be too vague if the caller needs a timeframe, route or safety-net instruction. Use the practice-approved wording and be clear about what you can and cannot promise.

A call should not end with the patient unsure whether anything has been done.

Avoid Vague Endings