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Expert spotlight: Solving nurse-physician telephone trouble

Nurse Leader Weekly, June 30, 2008

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This week, our expert, Kathleen Bartolomew, RN, BS, tells us how to smooth over telephone trouble between nurses and physicians.

Q: Are there any quick tips I can pass on to my staff members that can improve telephone communication between my nurses and physicians?

A: Physicians often act like a nurse's phone call is a huge interruption—without realizing that the call interrupts the nurse's day as well. Tell you nurses to keep the following telephone tips in mind:

• Don't begin with an apology. Identify yourself and the patient.
• Always have the chart, labs, and latest vital signs in hand.
• Put yourself in the physician's shoes; use critical thinking skills and have an idea of what you think you need before you call.
• Don't beat around the bush; say what you need or want.
• Anticipate after-hours needs as much as possible so you won't need to call a physician.
• Repeat back to the physician a summary of the order or the conversation.
• Use the speaker phone for rude physicians, and let them know you are doing so.
• If a physician is verbally abusive, say, "I am hanging up now. Please call back when you are calmer." Then hang up.

Editor's note: Do you have a question for our experts? Email your queries to kmucci@hcpro.com and see your name in print next week! In the meantime, head over to our Web site and view a collection of advice from our experts.

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