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.
“Hi, it’s Dr Smith calling from Chapelford Medical Centre.”
2. Confirm patient identity
Confirm the patient’s full name and date of birth.
“Am I speaking to Tommy Test? Can you please confirm your date of birth?”
3. Confirm privacy and location
Ensure the patient is in a confidential space and able to talk.
“Are you okay to talk now? Are you in a private space?”
4. 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.”
5. 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?”
6. 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.”
7. 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.”
Important
If you cannot confirm the patient’s identity or privacy, do not proceed with the consultation.
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. At least two attempts should be made.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.
Search “Medication review” in the bottom-left search field in S1.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.
If you want, I can next:
Produce a one-page call flow version
Add examples of gold-standard documentation
Split this into results calls, medication reviews, and follow-ups