Managing holds, transfers and call-backs

Holds, transfers and call-backs are common moments when patients can become confused or frustrated. They are also moments when it is easy for responsibility to become unclear.

Why callers feel lost

A caller may not know whether they are waiting, disconnected, transferred, in a queue, or expected to call back. After long waits or several failed attempts, another unclear handover increases frustration and risk.

Explain what will happen before you place someone on hold or transfer them, and tell them what you will do if the transfer fails. If a call-back is needed, confirm the correct number and whether it is safe to leave voicemail or send a text before ending the call.

Keep callers anchored

• Ask before placing a caller on hold where possible.
• Explain why you are transferring and to whom or which team.
• Check the best call-back number.
• Check whether voicemail or text is safe for that patient.
• Record failed contact and follow the local process.

Ownership before closure

A transfer is not safe simply because the call has left your handset. If a line rings out, a task is rejected, or a call-back cannot be completed, someone still needs to own the next action. Repeated failed transfers should be escalated rather than repeated without change.

A call is not safely transferred or handed over until the next person or workflow has accepted ownership.

Failed Call-Backs