Telephone Procedures in Healthcare
Chapter 6
Telephone Procedures
Copyright © 2008 Delmar Learning. All rights reserved.
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
Copyright © 2008 Delmar Learning. All rights reserved.
Heart of the Health Care Professional
• Service
– The telephone becomes a lifeline to a patient calling in distress.
3
Copyright © 2008 Delmar Learning. All rights reserved.
Communication by Telephone
• • • • • Public relations Good listening habits Ability to interact verbally Cheerful, calm, courteous Friendly, efficient
4
Copyright © 2008 Delmar Learning. All rights reserved.
Telephone Equipment
• Touch-Tone Telephone
– 12-Button – Wireless headset
• Cellular
– Not Secure
• Pager
– When a ringing phone is inappropriate
5
Copyright © 2008 Delmar Learning. All rights reserved.
Telephone Services
• • • • • • Speed dialing Redialing Call forwarding Call waiting Caller ID Speakerphone
– Remember patient privacy
6
Copyright © 2008 Delmar Learning. All rights reserved.
Telephone Services
• Automated attendant
– Route calls to appropriate personnel – Option to talk to live person
7
Copyright © 2008 Delmar Learning. All rights reserved.
Telephone Services
• Voice mail
– Voice mail guidelines – Leaving a voice mail message
• Confidentiality • Review procedure 6-1
8
Copyright © 2008 Delmar Learning. All rights reserved.
Telephone Services
• Answering service
– Used when office is closed – Taking messages
• Review procedure 6-2
• Answering machine
– Less personal – Programmable
9
Copyright © 2008 Delmar Learning. All rights reserved.
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.
Telephone Procedures
Copyright © 2008 Delmar Learning. All rights reserved.
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
Copyright © 2008 Delmar Learning. All rights reserved.
Heart of the Health Care Professional
• Service
– The telephone becomes a lifeline to a patient calling in distress.
3
Copyright © 2008 Delmar Learning. All rights reserved.
Communication by Telephone
• • • • • Public relations Good listening habits Ability to interact verbally Cheerful, calm, courteous Friendly, efficient
4
Copyright © 2008 Delmar Learning. All rights reserved.
Telephone Equipment
• Touch-Tone Telephone
– 12-Button – Wireless headset
• Cellular
– Not Secure
• Pager
– When a ringing phone is inappropriate
5
Copyright © 2008 Delmar Learning. All rights reserved.
Telephone Services
• • • • • • Speed dialing Redialing Call forwarding Call waiting Caller ID Speakerphone
– Remember patient privacy
6
Copyright © 2008 Delmar Learning. All rights reserved.
Telephone Services
• Automated attendant
– Route calls to appropriate personnel – Option to talk to live person
7
Copyright © 2008 Delmar Learning. All rights reserved.
Telephone Services
• Voice mail
– Voice mail guidelines – Leaving a voice mail message
• Confidentiality • Review procedure 6-1
8
Copyright © 2008 Delmar Learning. All rights reserved.
Telephone Services
• Answering service
– Used when office is closed – Taking messages
• Review procedure 6-2
• Answering machine
– Less personal – Programmable
9
Copyright © 2008 Delmar Learning. All rights reserved.
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.