Responding to telephone calls

Appropriate and effective responses to telephone calls promote good working relationships and engenders trust and confidence. The procedure that should be followed is given below.

Procedure	Procedure
In the clinical setting always try to answer the telephone within four rings	To reduce disturbance and prevent stress, as the most ill clients are normally placed nearest the nurses’ station where telephones are situated
On answering greet the individual, give your location, designation and name, followed by an offer of assistance, for example ‘Hello, Nightingale Ward, Staff Nurse Hilton, How can I help you?’	An initial greeting puts the person at their ease and can reduce tension. Giving your location reassures the caller that they have been connected to the correct location. When we communicate it is generally desirable to know with whom we are speaking. Offering assistance promotes confidence
Listen carefully to the message	To ensure understanding
Clarify the name of the caller, and, if appropriate, their designation if a member of staff, or their relationship to the client if it is an external enquiry	To protect client confidentiality
Remember to protect client confidentiality at all times. If you are unsure of the legitimacy of the caller ask for their telephone number and ring them back. If you are still unsure seek guidance from a more senior member of staff	To adhere to professional codes and local policy
If the caller is enquiring as to the health and welfare of a client, ensure that you obtain the client’s consent before divulging any information	To prevent breach of client’s rights
Communicate effectively, paraphrasing and clarifying as necessary	To ensure effectiveness
If you are unable to help the caller personally, offer to put them back to switchboard or put them in touch with another department or individual who may be able to help	To promote good relationships. A response of ‘Oh they aren’t here’ or ‘You’ve got the wrong department’ is not particularly helpful and can increase tension and lead to unnecessary aggressive outbursts
If transferring the caller elsewhere give the caller the new number in case they are disconnected and advise them that this is a possibility	To reduce frustration and anxiety
If taking a message repeat the message back to the caller and ensure that the intended recipient receives the message promptly	To ensure effective communication
If a client enquiry, in settings where the handset is portable and the client well enough to receive calls, let the caller speak to the client personally	Increases feelings of worth and reduces the potential for misinterpretation
On completion of the call, document any necessary information clearly and promptly	To avoid miscommunication

Note that client confidentiality should be maintained at all times. Enquiries from the press or the police should always be referred to a senior member of staff or hospital administrator if in an institutional setting. Check your local policy.