Welcome
Welcome to Telephone Skills for GP Receptionists and Care Navigators. This course is for GP receptionists, care navigators, call handlers and frontline admin staff who handle patient contact by phone.
Telephone work is high-trust and high-pressure. You cannot see the patient's face, the patient cannot see the system in front of you, and even a short call can involve identity checks, confidentiality, safety, access and accurate record-keeping.
A well-handled call is calm, clear and confidential. The caller should know who they have reached, why information is needed, what will happen next, and what to do if the situation becomes urgent or unclear.
What this course covers
- Opening calls clearly and professionally
- Confirming identity, authority and safe contact
- Listening, tone, pace and checking understanding
- Asking for information without giving clinical advice
- Using holds, transfers and call-backs safely
- Recording and escalating telephone contacts
A simple call-handling spine
- Prepare the system
- Open clearly
- Check identity and authority
- Listen and clarify
- Route safely
- Record and close the loop
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