All telephone calls are answered by a member of the practice who must adhere to the following guidelines: 

-Staff follow the practice booking system for all patient appointments

-Before any calls are placed on hold staff must first ask if the matter is urgent, staff follow the practice triage system for patients requesting urgent appointments

-Staff make sure that the patient is correctly identified by using three of the approved patient identifiers such as Family name and given names, Date of birth, Gender (as identified by the patient), Address, etc.) 

-Staff are also mindful of confidentiality and patient’s right to privacy. No names are openly stated over the telephone within earshot of other patients and/or visitors. 

-Staff members are aware of each doctor’s policy on accepting or returning calls.

-In non-urgent situations, patient calls need not interrupt consultations with other patients, but a message containing the information is given to the person in a timely manner.