Basic telephone skills:
(1) Identify yourself, stating your name and profession.
(2) Identify the person you are talking to. If not the patient, determine the person's relationship with the patient.
(3) Try to talk directly with the patient if possible.
(4) Obtain the telephone number where the person can be reached.
(5) Pay attention for cues during the conversation.
(6) Let the caller disconnect first.
Clinical interaction:
(1) Take a detailed and structured history.
(2) Provide specific advice on treatment or disposition.
(3) Advise about followup and when to contact a physician or go to an emergency room.
Clarification and documentation:
(1) Summarize the main points covered.
(2) Ask the caller to repeat the salient points during the conversation.
(3) Give the caller an opportunity to ask questions or express concerns.
(4) Document the call, including the date and time, preferrably in the patient's chart.
Modifying factors:
(1) time and day (night, weekend, holiday)
(2) availability of emergency medical services
(3) physician familiarity with the patient
(4) disease and its severity
(5) family and/or social dynamics
