Telephone Procedures in Healthcare

Chapter 6

Telephone Procedures

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Objectives
• Review the learning and performance objectives for this chapter • By the end of this chapter, demonstrate the procedures in the textbook and the job skills in the workbook

2
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Heart of the Health Care Professional
• Service
– The telephone becomes a lifeline to a patient calling in distress.

3
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Communication by Telephone
• • • • • Public relations Good listening habits Ability to interact verbally Cheerful, calm, courteous Friendly, efficient

4
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Telephone Equipment
• Touch-Tone Telephone
– 12-Button – Wireless headset

• Cellular
– Not Secure

• Pager
– When a ringing phone is inappropriate
5
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Telephone Services
• • • • • • Speed dialing Redialing Call forwarding Call waiting Caller ID Speakerphone
– Remember patient privacy
6
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Telephone Services
• Automated attendant
– Route calls to appropriate personnel – Option to talk to live person

7
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Telephone Services
• Voice mail
– Voice mail guidelines – Leaving a voice mail message
• Confidentiality • Review procedure 6-1

8
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Telephone Services
• Answering service
– Used when office is closed – Taking messages
• Review procedure 6-2

• Answering machine
– Less personal – Programmable

9
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Telephone Policies and Procedures
• Telephone guidelines
– Answer incoming calls
• Review Procedure 6-3

– Place outgoing calls
• Review Procedure 6-4

10
Copyright © 2008 Delmar Learning. All rights reserved.