Telephone Skills :

managing a patient
enquiry
Name : YENI ROZANA r 29
Nim : 1814201229 ch e 0 1 2
Tea 18142 ozana
: R
Supporting Lecturer : Dr.Masrul, M. Pd Nim : Yeni
Nam
e
What are the telephone skills of managing a
patient inquiry?

An activity that is useful for

obtaining meaningful information
from patients related to patient
complaints, by using the telephone
media.
The objectives of the telephone skills to
manage patient inquiry:
• Improve the skills of health workers in the use of technology,
especially telephone

• Creating effective communication between nurses or

other health professionals with patients or families

• Improve the services of health facilities

(clinics, hospitals)
Who is involved in this activity?

• Patient
• Administration team
• Nurse
• Nutritionists
• Pharmacy
• General practitioner / specialist
• And other health workers
What data need to be prepared in telephone
skills, managing patient enquiriy

• Name
• Age
• Gender
• Address
• Previous medical history
• Patient complain
The main key of telephone skills in managing
patient investigations, namely: creating and
maintaining a trusting relationship between the
nurse or health worker and the patient and
family to obtain information such as patient
complaints or diagnoses made for patient.
Thank You