Ask Abi...

Blue Stream Academy team member, Abi, is here to answer your questions and give advice to our readers.

Q

Dear Abi,

As a receptionist I have been made increasingly aware of my responsibility as a Health Navigator, and because of this I have been communicating with patients to understand their issues and determine the most appropriate route of care to take.

Since doing this, I have spoken to lots of patients, many of which get very angry when I ask the reason for their appointment.

Some of these phone calls have left me quite distressed due to the foul language and raised voices used towards me during these calls.

How can I approach this subject in a different manner to minimise this abusive behaviour?

Thanks in advance!

Anon

A

Dear Reader,

It’s great to hear that you are committed to your role as a Health Navigator, but I am very sorry to hear about your negative experiences.

The first thing that I can suggest is maintaining a calm and sensitive approach when handling these enquiries, increased stress from both parties will cause tension throughout the call.

If the patient proceeds to act in an aggressive or overwhelming manor, ask them politely to calm down and assist you with the questions being asked.

An explanation as to why you need this information may help them understand the process and reassure their issues.

Hope this helps!

Abi

Abi Bowler

Events & Media Manager

If you have a question or problem and would like some advice, please feel free to contact Abi via email at: bsatoday@bluestreamacademy.com