Effective Telephone Communication

Effective telephone communication is a critical aspect of delivering high-quality patient care in primary care settings. It is often the first point of contact for patients seeking medical advice or assistance, and it sets the tone for the patient’s overall experience with the healthcare provider. Effective telephone communication can improve patient satisfaction, increase patient engagement, and help healthcare providers deliver better care.

Who’s it for?

This course is designed for healthcare professionals, including receptionists, administrative staff, nurses, and physicians, who regularly communicate with patients over the phone. It is also useful for anyone interested in improving their telephone communication skills in a healthcare setting.



Course content

Introduction to Effective Telephone Communication:

Understanding the importance of effective telephone communication in primary care and how it impacts patient care and satisfaction.

Telephone Etiquette:
Learning telephone etiquette, including tone of voice, greeting, listening skills, and call handling best practices.

Effective Communication Skills:
Developing effective communication skills, such as active listening, empathy, clarity, and professionalism when communicating over the phone.

Managing Difficult Calls:
Strategies for handling challenging phone calls with patients, such as managing anger and frustration, providing bad news, and de-escalating difficult situations.

Documentation and Follow-up:
Understanding the importance of documentation and follow-up after telephone conversations with patients.

Key Features

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Available as a standalone course or as part of a programme

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*This course is ready-to-go or fully customisable

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Face-to-face / Live virtual / Blended

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Fully updated for 2023 with content designed by Crescente

Effective Telephone Communication

Course Summary

Guided Learning

Half-day course*
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