CMW Tip of the Week: Encourage problem-solving with telephone etiquette
Case Management Weekly, September 10, 2008
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This week’s tip comes from Sandra Ibach, RN, MS, CCM, a community-based case manager at Methodist Health Systems in Dallas.
When I answer a call on my desk phone from a physician, a patient, or whomever, I give my usual name and title and then say, "How may I help you?"
This sets the scene with a positive tone, and I find the mood of the call remains one where joint problem solving is nurtured—even if the solution is not what the caller was hoping to hear.
Have a tip you’d like to share? Or maybe a question for our experts? Email it to editor jmcginley@hcpro.com.Your thoughts could be featured in the next issue of Case Management Weekly!
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