1. Opening line
“Hello, my name is Dr [Name]. I’m calling from [Practice name] regarding your recent test results.”
2. Confirm patient identity
Ask the patient to confirm:
Full name
Date of birth
Check these details against the patient record to ensure you are speaking to the correct patient.
3. Confirm location and privacy
Ask where the patient is at the moment.
Ensure they are in a confidential space
Establish their location in case of an emergency
4. 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 who you are speaking to, do not discuss any results.
5. Check it is okay to talk
“Is now a good time to discuss your results?”
If not, offer to call back at a more suitable time.
6. If the patient asks where you are calling from
“I’m a UK-registered doctor working with [Practice name].”
7. If the patient specifically asks whether you are calling from outside the UK
“I’m a UK-registered doctor, but I’m calling from Malaysia.”