Reception and telephone use - workplace assessment

Communication and Health Literacy

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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

    

January 2019