Written and Telephone communication Flashcards Preview

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Flashcards in Written and Telephone communication Deck (13):

Use of telephone consultations

GP triage and telephone consultations

NHS direct

Out of hours triage

Telephone follow-up

Obtaining test results

Preventing missed appointments

Telephone reminders to improve screening uptake


Advantages of telephone consultations

Speed of access

Access to advice for people with restricted mobility

Easy access to advice with changing symptoms, or symptom management

Time efficient

Patients may feel easier to contact doctor


Disadvantages of telephone consultations

Lack of non-verbal cues

No direct observations

No direct examination

No diagnostic tests

Need for active listening

3rd parties (confidentiality)

Cultural and language barriers enhanced

Hearing impairment


When should telephone consultations be avioded

Patient not known by doctor

Assessment likely to be helped by/require examination

Little/no provision for follow up care


Model used in hand-over conversations

I – Identify: self – name, position, location and who you are talking to; Identify patient name age sex location

S – Situation – state purpose ‘the reason I am calling’

B – Background – tell the story – current problem: date of admission, relevant history, exam, test results, management.

A- Assessment – state what you think is going on

R – Request – state request


Stages of a telephone consultation

Preparation: check notes/results/patient info

Identify yourself, obtain callers name and telephone number, speak directly with patient


Summarising (allow time for patient to ask questions)

Management: agree on plan of action, provide advice on treatment and follow-up, let caller disconnect first

Recording: time and date of call, summarise points covered.


Types of written communication used in healthcare

Individual patients - records, request/consent forms, correspondence, referral forms

Generic patients - drug leaflet enclosures, information leaflets, print media

Healthcare Professionals - clinical guidelines, staff appraisals, drug enclosures, letters


Use of medical records

Accurate record of what you observed, concluded and did for the patient

Facilitates continuity of care

Allows information to be preserved

May be used for research


Model used for written communication

S ubjective (provided by patient)

O bjective (system questions, examination)

A ssessment (synthesis of information)

P roblem list and Plan


Written communication to relevant individual patients

Medical records 

Request forms for investigations


Informed consent

Correspondence (referrals and letters)


Letters to colleagues 

To inform another HCP of the experience you have had with a patient

Should be brief, clear, logical, avoid jargon, provide relevant information, state recommedations/reasons for referral/follow-up plan


Letter to patients

Give accurate information on investigations, test results, diagnosis, treatment, follow up or appointments


Should maintain a patient's individuality: 
Correct name/address
Reflection of what took place
No jargon
Sensitive to confidentiality
Clear contact information so patients can respond


Patient information sheets

Provide information to users and healthcare providers about procedures, diseases and lifestyle changes

Should be legible, remembered and understood. 

Decks in Semester 2 Class (70):