Exam Pass Notes

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Safe Telephone Basics

• Check your phone system, scripts and escalation routes before handling complex calls.
• Start calls clearly and confirm the caller's identity following local procedures.
• Verify caller authority before sharing information with relatives, carers or advocates.
• Speak at a calm, steady pace and read back important details to confirm accuracy.

Communication Skills

• Explain briefly why you need particular information.
• Ask only the information required for the agreed process; do not give clinical advice.
• Tell the caller when you are checking records so short silences are not misunderstood.
• Use holds, transfers and call-backs with a named owner for the next action.
• Give clear timeframes rather than saying "someone will get back to you".

Confidentiality and Safe Contact

• Consider who may hear the call at both ends when assessing telephone privacy.
• Follow local policy for voicemail, texts, shared phones and speakerphone calls.
• Record safe-contact preferences and restrictions when appropriate.
• Escalate immediately if the patient cannot speak freely or discloses risk.

Records and Escalation

• Record the patient's words, caller authority, contact details and agreed next action.
• Do not rely on memory after busy shifts; document promptly.
• Only escalate when the next person or workflow accepts responsibility for the action.
• Report repeated call-handling problems so systems can be improved.