Telephone Confidentiality and Etiquette

Question 1

What are the 2 steps NUCs need to perform when someone has requested patient information?

Answer 1

1. Confirm relationship with the patient

2. Refer call to patient’s assigned nurse

Question 2

What are the 4 steps NUCs need to perform when someone is requesting staff telephone numbers?

Answer 2

1. Ask the caller for their name and telephone number
2. Contact the staff member to say they have a call
3. Never release staff telephone numbers
4. Request for physician’s telephone number:
   - Release ONLY the office telephone number
   - Never release the physician’s home phone number

Question 3

List the 8 rules of telephone etiquette

Answer 3

1. Answer the telephone promptly
2. Identify yourself properly
   - location
   - name
   - status
3. Speak into the telephone
4. Give the caller your undivided attention
5. Speak clearly and distinctly
6. Always be courteous
7. Never say “I don’t know”. Instead, say you will locate someone who can help the caller
8. Place the caller on hold if necessary
   - Always ask permission first from the caller before you put them on hold

Question 4

hold button

Answer 4

The hold button allows a caller to stay on the line while other calls are answered.

When to put someone on hold:
• To get chart, information requested, or another person for the caller.
• To answer other phone lines – always come right back to first call.
• To protect patient confidentiality – so conversations in the unit will not be overheard by the caller.

Question 5

call transfer

Answer 5

In order to transfer a call to another phone or unit:
• Push “transfer” button (caller cannot be on hold when you transfer the call)
• Dial the local
• Push transfer button

Question 6

What do you need to remember when taking a message?

Answer 6

When taking messages you must record the following information:
• Who the message is for
• The caller’s name
• The date and time of the call
• The purpose of the call
• The number to call if a return call is expected
• Your name

Most unit coordinators will have a clipboard near the phone with a CALL SHEET to record this information.

Question 7

What are some things to remember when making a telephone call?

Answer 7

• Always plan ahead
• If the call concerns a patient, have the patient’s chart handy
• Have the questions you need to ask or the information you are relaying written down
• Always write down the number you are calling