¶ Phone & Enquiries Handling
¶ Answering the Phone
- Greeting — Hello / Good Morning / Good afternoon
- Identify — [Identify yourself and the organisation]
- Listen — [Listen to the caller's enquiry]
¶ Transferring a Call
- Select the arrow to Transfer your Call
- Search for Staff Member / Team i.e. Secretaries
- Click Blue Phone Icon for Desired Team Member
- When Advised, Select the Green Tick (Transfer Button) to Complete Transfer
¶ Escalation
- When to escalate — If you are unable to resolve a patient query by yourself please seek support from your Colleagues or Line Manager who will be able to signpost you to the correct answers. Should you be handling a difficult query or complaint see the below list to escalate to the appropriate Team / Staff Member.
- Who to escalate to — Prescription Queries / Complaints - Prescribing Team (Prescribing Supervisor - Jill Shaw)
- Referral Queries / Complaints - Secretarial Team (Senior Secretary - Vicky Howarth)
- Correspondence / Emails to GP-P92016@nhs.Net - Correspondence / Coding Team
- Reception Queries / Complaints - Reception Manager : Lynn Green / Reception Team Leader : Ebony Blakemore
- Clinical Complaints - Operations Managers : Nic Parkinson / Vicky Buckley
Last reviewed: [03.09.2026 by EB]