Use this checklist to structure safe, consistent telephone consultations and ensure documentation meets audit requirements.
Consultation Script Checklist
Follow these steps in order during every call.
1. Introduce yourself
Introduce yourself clearly, including where you are calling from.
“Hello, my name is Dr [Name]. I’m calling from [Practice Name] regarding your recent test results.”
If calls are recorded at your practice, inform the patient at this point.
2. Confirm patient identity
Ask the patient to confirm:
Full name
Date of birth
“Am I speaking with [Patient Name]? Can you please confirm your date of birth?”
Check these details against the patient record to ensure you are speaking to the correct patient.
3. If you are speaking to someone other than the patient
Check the patient record for documented consent allowing a proxy to speak on the patient’s behalf.
If consent exists:
Confirm the proxy’s full name
Confirm their relationship to the patient
Document this clearly in your notes
🚨 Important - identity not confirmed
If you cannot confirm the patient’s identity or privacy, do not proceed with the consultation.
4. Confirm privacy and availability
Ask where the patient is at the moment.
Ensure they are in a private space
Establish their location in case of an emergency
If now isn't a good time, offer to call back at a more suitable time
"Is now a good time to talk? Are you somewhere private?"
5. Confirm the reason for the call
This reassures the patient and confirms you have the correct context.
“I’m calling today regarding your recent blood test results.”
6. Explore symptoms and explain results
Review the patient record briefly before the call so you are prepared.
“I can see from your record that you’ve been experiencing fatigue. Your results show a low/high X. Can I ask if you’ve had any symptoms such as fever, loss of appetite, or signs of infection?”
7. Confirm the management plan
Ensure the patient understands next steps and timeframes.
“I’ll arrange for your blood tests to be repeated in three months. You should receive an invitation to book the appointment before then. If you don’t, please get in touch.”
8. Safety-net clearly
Be specific about what the patient should do if symptoms worsen.
“If you develop a temperature or are struggling to eat or drink, please contact the practice for a follow-up appointment.”
Note:
If the patient asks where you are calling from:
"I'm a UK-registered doctor working with [Practice name]."
If the patient asks whether you are calling from outside the UK:
"I'm a UK-registered doctor, but I'm calling from [location]."
Documentation Checklist (Post-Consultation)
Ensure all of the following are documented clearly.
Telephone consultation
Document that a telephone consultation took place. If unsuccessful, record the attempt. Follow your practice's protocol for the number of call attempts required (typically 2–3).ID confirmed
Writing “ID confirmed” is sufficient for audit purposes.
This can be verified via call recordings.History and examination
Document all discussion about symptoms and current clinical status.Medication Review template (if applicable)
Use the Medication Review template where appropriate.Red flags
Document that red-flag symptoms were considered, even if not present.Diagnosis
Add a Read code if a diagnosis is confirmed.
If the diagnosis is uncertain, free text only.Management plan
Document all intended actions: referrals, blood tests, investigations, prescriptions, and follow-ups.Safety-netting
You must document specific safety-netting advice given to the patient.