Patient Communication

• If preferred gender-doctor unavailable, remind Pt they can bring in a chaperone
• Acknowledge the wait time/lack of appointments but don't apologize
• If Pt wants notification of a task reply/prescription issue
  • I can keep an eye on it but if they don't hear back they are free to call back after 4:30
    • Puts the responsibility back on them
• Wait for task to conclude between clinicians before updating the Pt
• Pt doesn't want to waste hospital time
  • They're there to help

Complaints

• "Thank you for telling me that"
• Don't need to offer a complaint if they seem unhappy
• Don't try to clear up misunderstandings during the call
• If chasing up
  • I reassure you, the doctors will get to it as soon as they can, and if we need to contact you and anything, they will let us know

NHS Style Guide:

https://service-manual.nhs.uk/content/voice-and-tone
Our voice is neutral and factual. It's authoritative, but also calm and reassuring.
It's empowering, rather than patronising, and personal, rather than formal.

We:

• address the user as "you"
• reassure by saying things like "Sertraline can cause side effects, but many people have no side effects or only minor ones"
• empower by saying things like "talk to your doctor about..." rather than "your doctor will tell you about..."
• avoid using "should" as it can sound patronising

Using a consistent voice is similar to using the same visual style and colours throughout. It reminds users this is a trusted NHS service.

https://service-manual.nhs.uk/content/inclusive-content