Chapter 5: Hospital Communication Processes
Hospital Telephone Protocols
Operating and monitoring communication systems and devices are among the main tasks of the HUC. There are many different types of communication tools used in the hospital environment; you will briefly learn about each in the following sections.
A multiline telephone system is the most commonly used communication tool at the communication centre. Communicating effectively by phone involves different techniques than in-person conversations and is key to ensuring smooth communication and efficient workflow.
Take Note! Telephone Etiquette Basics
- Answer the phone promptly and politely, stating your department, name, and position clearly. For example: “3 South, Rashida, hospital unit coordinator. How can I help you?”
- Speak clearly and professionally, avoiding distractions like drinking, eating or chewing gum while on call.
- Listen actively throughout, jot down important details such as the caller’s name, and avoid interrupting.
- If you don’t know the answer to the caller’s inquiry, let them know you’ll find out or direct them to someone who can help.
- End the call courteously; for example, thanking the caller or wishing them a nice day.
- Complete any follow up discussed during the call immediately if possible, or make a note to complete when time allows to ensure that you do not forget.
Adhering to Privacy and Confidentiality Standards
The HUC must legally and ethically protect all personal health information (PHI) from unauthorized disclosure. Under current privacy legislation, hospitals may provide general information regarding a patient’s admission status and location in hospital, unless directed not to by the patient on admission. Any further information may not be shared without the consent of the patient (Grand River Hospital, 2024).
Many hospitals have moved to a privacy code or PIN number system to protect patient confidentiality while still providing an effective flow of communication to patients’ families. Upon admission to the hospital, patients are provided with a privacy pamphlet which includes their own specific privacy code or PIN number which they may choose to share with the family and/or friends they wish to have information. Only those individuals with the specific code or number will be provided with any information on that specific patient (Grand River Hospital, 2024). Alternatively, hospitals may allow for a designated system: upon admission, the patient gives the names of a certain number of individuals (for example, up to three) who may be given medical information.
The HUC must always ensure to follow their hospital’s privacy policy in both telephone and in person communications by asking for the code or checking to see if the caller is designated to receive information. Regardless of relationship or level of concern, the HUC may not legally provide a caller with any PHI if they do not not qualify under the hospital’s privacy policy.
Practice Activity: Privacy Codes/Pin Numbers
You are the HUC on 6 North at Conestoga General Hospital. Mrs. Brown’s cousin has called to check on her condition after major surgery. She does not have a privacy code to receive any information and becomes very upset with you when you do not provide information on her status.
Outline an appropriate greeting for answering an incoming call for the above scenario. Remember to include a greeting such as “Hello,” your department or organization, your name, and a query as to how you may assist the caller.
If you require inspiration, it should sound something like this:
Audio Recording Transcript
Good morning, 6 North, Conestoga General Hospital, Nancy speaking. How may I help you?
Record Your Message
- Listen to your recorded greeting—how professional do you think you sounded?
- Imagine you are Mrs. Brown’s cousin—what would your initial impression be?
- How would you respond to Mrs. Brown’s cousin’s question as to why a PIN number was necessary?
- What suggestions might you offer to Mrs. Brown’s cousin to problem-solve this situation?
Using the Telephone
The Hold Feature
Most hospital department phones have multiple incoming lines and a hold feature that allows callers to wait while other calls are answered. The HUC may use the hold feature:
- To handle additional incoming calls.
- To find information or connect the caller with another staff member.
- To maintain patient confidentiality when discussing sensitive information in the presence of other visitors or patients (Gillingham & Wadsworth Seibel, 2014).
It is best to politely ask the caller’s permission to put on hold and offer an estimate of the length of hold if possible, for example, “May I put you on hold for a few minutes while I find out that information?”. If the callers refuses to be put on hold, the HUC may offer a time to call back, or take the caller’s number for a return call. If the hold extends longer than expected, the HUC should check back with the caller to update them on the status.
The Transfer Feature
The HUC will need to route an incoming call to another department or staff member when the caller has reached the incorrect department or requires the assistance of a specific staff member. When transferring a call, the HUC should:
- Ask permission to transfer the caller; for example: “Is it alright if I transfer you to our patient accounts department for further assistance?”
- Give the caller the name of the person or department they will be transferred to and the extension in case the call fails to transfer.
- Briefly stay on the line to ensure the transfer is successful and the new party is available to take the call.
- Once the transfer is complete, introduce the caller to the new person or department. For example, “This is Mr. Emery; he would like some information regarding the cost of a private room for his wife.”
Message Taking
The HUC will need to take many messages during the day, so they should always have note paper and a writing tool close to their phone. When taking messages by phone or in person, it’s crucial that the HUC records the following:
- The correct spelling of the caller’s first and last name.
- Who the message is for.
- The date and time of the call, and the reason for the call.
- A contact number if callback is expected.
The HUC should repeat the message back to the caller to ensure accuracy. After the call, the HUC must promptly pass the message to the intended recipient.
Example: Importance of Message Taking
Rashida, HUC, has taken a message from the operating room (OR) that they are moving up Mrs. Kaur’s surgery from 1400 to 1230. Although Rashida intended to give the message to Phillip, the clinical resource nurse, she forgot after being interrupted by other calls.
When the porter arrives to pick up Mrs. Kaur for surgery, they find that she is not ready. The nurses must quickly act to finish her documentation and administer pre-operative medications, while the OR comes to a standstill. The surgeon angrily calls the unit to ascertain the hold-up, the OR schedule falls behind, necessitating cancellation of a patient’s surgery at the end of the day.
Placing Calls
The HUC will be asked to place several calls throughout their shift to other departments, physicians, and individuals or agencies outside of the hospital. When asked to place a call, the HUC should:
- Note the name of the person/department to be called; for example, Dr. Aaron Smith’s office.
- Reason for the call; for example, requesting a pain medication change for patient Ali Khan.
- The name of the person who is requesting the call; for example, Mr. Khan’s team leader RN, Mary.
- The designate for who will take the call back if the person who is requesting the call is not available.
It is important for the HUC to write down all of these above details in case the line is busy and the call needs to be placed again later.
Take Note! Emergency Calls
Remember from the section on Hospital Codes that the HUC may contact the switchboard in an emergency through either a dedicated emergency line or the code phone.
Leaving Messages/Voicemails
The HUC may need to leave non-urgent messages on voicemail. To leave effective messages, the HUC should:
- Start by clearly stating their name, department, and position.
- Clearly explain the reason for the message.
- Include any specific information and actions required, such as a request for a callback.
- Provide contact information including phone number, and contact to ask for if asking for a callback.
- Repeat important details to ensure accuracy, including phone number, name, and any lab values/result.
- Be courteous throughout and end the message politely.
Practice Activity: Leaving Messages
You are the HUC on 6 North at Conestoga General Hospital—your unit direct telephone number is 519-743-1110. The charge nurse, Patricia, has asked you to call Dr. Sharma’s office to report Maria DaSilva’s INR result of 2.4 and ask for Coumadin orders. When you call the office, a message indicates that the medical office assistant (MOA) is on the other line, and you should leave a message, which will be checked within the hour.
First, consider what information you should include in this message, then record it below:
Next, review your message—did you include all relevant parts of the message?
Did it sound like this?
Audio Recording Transcript
Good morning, it’s Nancy calling from 6 North at Conestoga General Hospital. I am calling this morning with an INR result on Maria Dasilva. Her INR is 2.4. Can you please ask Dr. Sharma to give Patricia a call here at 519-742-1110 with Coumadin orders? Thanks, have a great day!
Finally, re-record your message until you think you have created a professional voicemail.
References
Gillingham, E. A, & Wadsworth Seibel, M.M. (2014). LaFleur Brooks’ health unit coordinating (7th ed.). Elsevier.
Grand River Hospital. (2024). Privacy and confidentiality.
Attributions
“Smiling woman in purple scrubs holding phone,” © Conestoga College, licensed Creative Commons – Attribution-NonCommercial-ShareAlike 4.0 International.
a dedicated phone (often red) or a dedicated phone line used to directly contact the switchboard in case of an emergency
