Script Flashcards
Whisper SEL /NEL -
You’re through to Nhs 111 , I’m Sarah , a service advisor. Are you calling for yourself or someone else?
What order do you take the details in if the patient is the caller?
DOB
Surname/ First name
Postcode - Currently?
Full address
Name of your Gp
Tel Number - Confirm
Ethnicity for research purposes
Call reason statement?
Can you briefly tell me the reason for your call today?
if the call is calling for someone else, what are the two questions you are?
Are they breathing and responsive?
Are you with them currently?
Pathways and dental statement ?
“I need to ask you a series of questions, just to rule out more urgent symptoms and to further give you the best route of care and advice”
Factors to consider when the caller is not the patient?
their name ,
relationship to patient
reason patient can’t call?
What is croydon client id for a translator?
97900
Worsening statement
If you have new or worsening symptoms, change in your condition or any other concerns do give us a ring back.
When you get a dental issue what question should you ask?
Do you have swelling in the face?
what do you ask for from paramedics ?
Cad number
code for comfort break?
01
code for call related activities ?
03
code for management requested duties ?
05
code for paid break ?(15mins)
06
code for documenting concerns ?
07
code for system failure ?
08
code for unpaid break ?
09
code for training ?
03
what details do you ask from a paramedic?
their phone number and CAD Number
Give worsening!!!
What details do you ask from a translator ?
Ask for theirtranslator id and record it in comments with patient language.
Question to ask about symptoms
What exactly are my symptoms?
Are the symptoms constant? If not, when do I experience them?
Does anything I do make the symptoms better? Or worse?
Do the symptoms affect my daily activities? Which ones? How?
what do you say if you get a no reponses caller
“You have contacted the NHS111 service. If you are finding it difficult to speak to me, take your time, I can wait”
If a caller puts you on hold ,how long do u stay on the phone for?
1 to 2 mins , the end the call and call back.
If no one answers leave worsening advice on voice mail.
What do you do if the patient is already at the facility of care ie hospital
Tell them we can’t help you at as your already at the best point of care.
Give worsening
When someone’s calls and don’t leave details , what do you ?
Right click and generate anonymous profile , note down in the comments why they called and that you gave worsening
If a supporter worker calls …
Pass to an Health Advisor
If you come across a patient who you can’t find on the spine , what do you ?
Ask if they are registered to a GP, if no take there Demographics in full and continue
What do you ask regarding a repeat prescription?
Name of Med , strength of med , are there any symptoms , when if their next dose due.
How do I get a callback?
Depending on your symptoms, you may have been offered a callback from a clinician/ nurse when you used 111. You cannot request one.
Why does it take so long?
People with the more serious symptoms are called back first
Do I need to request another callback?
No. You do not need to contact 111 again unless your symptoms have changed or got worse
What if my callback is later than I expected?
If your symptoms have not changed, continue to wait for the nurse to call you.
What if the symptoms get worse while I’m waiting?
call us back , given worsening
What if I miss the call?
A clinician will try and call you up to 3 times. If they cannot contact you they will leave a message, but you will not be able to call them back.
You will have to start your assessment again.
Can I cancel the call?
No. The nurse needs to check you’re ok. If you feel better or have got help elsewhere, tell the nurse when they call.
