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Reception and telephone use - workplace assessment
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Acknowledgement
The structure of this assessment tool is influenced by D DeWalt et al., Assessment Tools, Health Literacy Universal Precautions Toolkit, Agency for Healthcare Research and Quality, Rockville MD, 2014, viewed 21 July 2014, www.ahrq.gov/professionals/quality-patient-safety/quality-resources/tools/literacy-toolkit/index.html
Directions
Select one answer that most accurately describes your Service:
- Doing well: Our service is doing this well.
- Could be better: Our service is doing this, but could do it better.
- Not doing: Our service is not doing this.
- Not sure or N/A: I don't know the answer, or it is not applicable to our service.
| Doing well | Could be better | Not doing | Not sure/NA | ||
|---|---|---|---|---|---|
| 1. | Signs near/at reception meet the needs of consumers with low health literacy. | ||||
| 2. | Reception staff have excellent spoken communication skills. | ||||
| 3. | Reception staff greet consumers with kind, welcoming attitudes. | ||||
| 4. | Information about consumer rights and responsibilities and the service's policies is easily accessible. | ||||
| 5. | A consumer-focused brochure providing information about the service is available. | ||||
| 6. | People are encouraged to ask about the service's policies and protocols. | ||||
| 7. | Staff encourage consumers to write down questions while waiting for appointments, eg people are offered pen and paper on arrival. | ||||
| 8. | Staff routinely offer all consumers help to complete form. | ||||
| 9. | Staff provide appointment slips for follow-up appointment. | ||||
| 10. | Staff routinely offer to help people make appointments with other healthcare providers when given referrals. | ||||
| 11. | Staff are quick to notice and respond appropriately to additional communication needs. | ||||
| 12. | Staff are trained in the use of language services. | ||||
| 13. | The service seeks feedback about the quality of information and customer service. | ||||
| 14. | Staff are trained in telephone etiquette, policies and processes. | ||||
| 15. | Telephone calls are normally answered within three rings. | ||||
| 16. | Callers out-of-hours receive an automated phone message, and options include repeating the message and menu options. | ||||
| 17. | When a phone call is answered, an option is provided to hear information in a language other than English (if appropriate to the needs of the population served). | ||||
| 18. | Scripts are provided for messages frequently communicated over the phone, including what to bring to appointments. |
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