Get the Message

This week's post will be a short discussion on phone etiquette and messages in the health care industry. Key to this is remembering that real people will be impacted. If you bear in mind what information will be necessary to acting on the message, these tips will make perfect sense.

• At the beginning of the conversation, always identify yourself. It is often helpful if you identify your company, too. Remember that the person on the other end of the call cannot see you and only has the information that you give to him or her. If you are answering a phone that many people use, identify the business and yourself right away.

• If you are unsure, ask the other person to identify himself or herself. What information you share and your expectations should be based on who the other person is. Being sure that you're talking to the right person is critical when it comes to staying on the right side of privacy laws and best practices.

• Be clear about the topic or subject of the conversation. It might seem simple, but double-check to make sure that everyone is on the same page. Again, this is critical when it comes to sharing information about clients and their medical care.

• Be clear about your authority. Never lead someone to believe that you have the power to do something that you cannot. Whether this is about your authority to make a decision or how quickly a response can be expected when you are taking a message, giving the wrong impression can lead to conflict. Never make a promise that you cannot keep.

• If you are unsure whether you may release information, do not give it out. Take a message, double-check, and call back. Only give out information if you know that you are allowed to do so.

• Always be polite. Speak respectfully, use appropriate titles, use polite language, and say please and thank you. Remember to thank people for their time, assistance, or cooperation. Polite language and appreciation go a long way.

• Keep it professional. Stay on work-related topics if possible, and don't make personal calls while on the job. Do not ask personal questions when speaking to someone on behalf of your company.

• Repeat back key information. This is especially true with dates, times, and other numbers. It may seem unnecessary, but this is an important step. This is a great way to catch mistakes and miscommunications.

• Take a complete message. Keep paper and pen or pencil near the phone, and be ready to take a complete message. Be clear about how long it will take to deliver the message. If you have a company policy about replying to messages, communicate that.

Taking a complete message

• Write down the date and time

• Write down the name of the caller, company, and position

• Ask for and write down a phone number where the caller may be reached. Do not rely on caller ID!

• If the caller leaves a message, write down the entire message. There may be parts that don't seem important to you, but are important to the recipient.

• If it is urgent, write that at the top.

• Deliver the message as soon as possible.

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#professionalism #communications #healthcare