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Using the Telephone for Life and Work
ESOL PHONE PACK
Written by: Catherine Crerar, Adult Literacy and Numeracy Development Worker, North Lanarkshire Council
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CONTENTS:
Reaching the Right People 3 Speaking Clearly – using phonetic alphabet 4 – 5 Dialogue – Leaving a Message 6 Telephone Phrasal Verbs 7 Telephone English : Important Phrases 8 - 9 Dialogue – Phoning the School 10 – 11 Dialogue – a Wrong Number 12 Phoning the emergency services 13 Leaving a message on an answerphone 14 Pronunciation – Intonation & word Stress 15 – 18 Consumer Info - Telesales and small print 19 – 20 Role Plays 21 – 25 Some telephone numbers 26 – 27 Appendices – links to other resources Skilled for Health and www.skillsworkshop.org 28 - 52
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REACHING THE RIGHT PEOPLE Using the telephone in another language can be a
challenge. People are often not as patient with a voice
on the phone as they are face-to-face. Also, there are
no clues on the phone from facial expressions and
gestures and the tone of the voice can convey
different meanings.
Voices always sound really different on the phone. For
example, the sounds ‘s’ and ‘f’ are often confused
because they sound similar on the phone.
The people you speak to on the phone will need your
help to get your name correctly understood and spelt.
You may have more chance of someone even phoning
you back!!!!
Page 3 of 48
SPEAKING CLEARLY
You can sound your name out over the phone using a
spelling alphabet like the NATO phonetic alphabet.
CHARACTER TELEPHONY TELEPHONY
A Alfa Apples
B Bravo Butter
C Charlie Charlie
D Delta Dog
E Echo Edward
F Foxtrot Freddie/Fox
G Golf George
H Hotel Harry
I India Ink
J Juliet Johnnie
K Kilo King
Page 4 of 48
L Lima London
M Mike Monkey
N November Nuts
O Oscar Orange/Oboe
P Papa Pudding/Peter
Q Quebec Queen/Queenie
R Romeo Robert/Roger
S Sierra Sugar
T Tango Tommy
U Uniform Uncle
V Victor Vinegar/Vic
W Whiskey William/Willie
X X ray X ray
Y Yankee Yellow/Yorker
Z Zulu Zebra
To make it easier memorise your name, family names
and your Street name (if it’s an unusual one!).
Page 5 of 48
DIALOGUE ONE – LEAVING A MESSAGE
ANNA: Can I speak with Michael Colquhoun please?
RECEPTIONIST: I’m afraid he’s in a meeting. Would you like
to leave a message?
ANNA: Yes. Could you ask him to call Anna Kowalska please?
RECEPTIONIST: Can you spell your surname please?
ANNA: Yes, of course. It’s K for King, O for oranges, W for
Willie, A for apples, L for London, S for sugar, K for King and A for apples.
RECEPTIONIST: Can I ask your number?
ANNA: It’s 01236 638492
RECEPTIONIST: Can I check that. Is that 01236 648492?
ANNA: No, six THREE eight four nine two.
RECEPTIONIST: I’ll get him to call you when he comes in.
ANNA: Thank you. Goodbye.
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1. Can you ask her to call me …………..?
2
4. I called earlier but I got cut …………..
5. If you get an engaged tone you should hang er.
on u
TELEPHONE PHRASAL VERBS
. Hold ………….. a minute. I’ll put you ………………
3. Certainly! I’ll pass that message ………….
………….… and try again lat
off on
p throug back h
Page 7 of 48
TELEPHONE ENGLISH: IMPORTANT PHRASES
There are a number of phrases and idioms that are only used
when telephoning. Here are the most common.
Introducing yourself • This is Ken Davidson
• This is Elizabeth speaking. • (Elizabe ) speaking.
Asking who is on the telephone • Excuse me, can I ask who’s calling?
• Can/May I ask who’s calling?
Asking for someone
• Can I have extension 271 please?
Connecting
• Can you hold on a moment?
• Could/can/May I take a message?
th
• Could you put me through to extension 271 please?
• Could I speak with Sarah Coia please? • Is Fiona in?
• I’ll put you through. • I’m just putting you through. • Could you hold the line please?
Taking a message
• Could/can/may I tell her who’s calling? • Would you like to leave a message?
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Someone is not available • I’m afraid that Simon’s not available just now?
• Mrs Menzies is not in just now. • He’s just popped out the office.
?
• She’s on the other line at the moment. Do you want to hold or leave a message?
• I’m afraid the line’s busy?
• She’s in a meeting. • Can I get him to call you back
Could? May? We use these three modal verbs a lot on the telephone but what is the differen(see p13) (pp 8 - nguage)
Can?
ce between them?
9 are adapted from: About.com: English as a Second La
Page 9 of 48
DIALOGUE: A PHONE CALL TO THE SCHOOL
MRS MCGOWAN: Hello. St Andrews School. How can I
help you?
AGNIESZKA: Can you put me through to Mrs McGowan in the school office please?
RS MCGOWAN: Speaking. How can I help you?
AGNsay my son is sick and will not be in school today.
e?
tr.
GOWAN: Can you spell that please?
Oscar, T for tango and R for Romeo.
M
IESZKA: This is Agnieszka Wiszniewska. I’m phoning to
MRS MCGOWAN: What is your child’s nam
AGNIESZKA: His name is Pio
MRS MC
AGNIESZKA: Certainly. It’s P for papa, I for India, O for
Page 10 of 48
MRS MCGOWAN: And what year is he in?
AGNIESZKA: He’s in second year. In class 2B. His teacher
is Mr MacKay.
MRS MCGOWAN: Thank you for calling and letting us know.
AGNIESZKA: You’re welcome.
MRS MCGOWAN: Goodbye.
number or use ‘double’ or ‘triple’ instead.
333497 22
0141 771 9996
‘DOUBLE’ AND ‘TRIPLE’
When the number repeats itself you can either repeat the
For (01236) 771288 you can say double seven one two double
eight or seven seven one two eight eight.
Try these numbers:
0141 771 8812
1753
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Dialogue 3: Wrong Number
A: Hello. Is that the Clydesdale bank?
B: N two HREE.
A: I’m sorry to disturb you.
Could? Can? May?
‘Can’ is the most informal expression and ‘may’ is the most formal. The use depends on the
context e.g. who you are speaking to or how big the favour is!
B: I’m sorry. You have the wrong number.
A: Have I dialled 771 9244?
o. This is 771 nine THREE T
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Phoning the emergency services
The number for contacting emergency services in
services will ask you which service you require:-
• Ambulance • Fire • Police They will then ask you to state your location and any other contact information.
Scotland is 999. The call handler for emergency
Page 13 of 48
Page 14 of 48
Leaving Messages on an answerphone
Remember to:-
• introduce yourself
• say the time you are calling • the reason for your call and
Mark’s message:
aroline. This is Mark. I’m calling at 10 o’clock in the ’m afraid I’m not going to manage to come over this
vening as my father has been admitted to the hospital and we
t’s not looking too serious but the doctors want to keep an eye
evening.
(adapted from about.com: English as a Second Language)
• give a number you can be reached on.
Caroline’s answerphone:
Hello. This is Caroline. I’m not in at the moment but leave me a message after the beep and I’ll get back to you.
Hello Cmorning. Ie
are just going round just now.
Ion him. You can reach me at home on 779 1234 after nine this
INTONATION AND WORD STRESS
Your pronunci ortant as
your meaning?
Say ‘You’re tired, g intonation at
Can I h
with falling intonation sounds friendly and helpful? Which sounds unfriendly and rude?
ation over the phone is as impwhat you say. This is because the way you stress your words and use rising or falling intonation can change
aren’t you?’ with risin
the question tag. This turns it into a question while using falling intonation makes it a statement.
elp you?
Say ‘Can I help you?’ with rising intonation. Now say it . Which
Page 15 of 48
MATCH THE MEANING
EXAMPLE A:
“Help yourself!” – Spoken with rising intonation
A I can’t be bothered to go over and get some apples
EXAMPLE B:
1. She’s from India, isn’t she? – falling
tion A I think she’s from India but I’m just checking or making conversation. B I’d really like o know if she’s from India. Maybe she is!
1) Shop assistant in fruit & veg shop:
2) Shop assistant in fruit & veg shop:
“Help yourself!” Spoken with falling intonation
for you!
B Feel free to choose the apples you want!
intonation 2. She’s from India, isn’t she? – rising intona
t
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XAMPLE C:
in
A I know the extension but I’m just he
Is that really the extension number?
E
1) The extension’s 247, isn’t it? – falling tonation
2) The extension’s 247, isn’t it? - rising intonation
c cking B
Page 17 of 48
WORD STRESS
aning words are stressed and rammar words (e.g. modal verbs, prepositions)
n exception to this rule is if the speaker is rect has
. In this case you stress the word or art of the word that’s incorrect.
She’s leaving tomorrow.
She isn’t leaving tomorrow.
She isn’t leaving tomorrow, she’s leaving toDAY!
Usually ‘megare unstressed. Acor ing information that someone else got wrongp
•
•
•
Page 18 of 48
TELESALES & SMALL PRINT
Telesal cams. If you “Thank you, I’m not interested.’
Rememhesitattalk you
Yo signing up for an read the ‘small pr ling you that you have won an e with telesales. You can be misled if a speaker talks so uic rget important information. imilarly, they may present vital information but not ress it very clearly e.g. direct debit arrangements,
rates of interest.
es calls can be very annoying and may be swant to finish a telesales call say:
ber to speak clearly and confidently. If you e or sound too apologetic the caller may try to round.
u need to be very careful about ything over the phone. You need toint’ when you receive direct mail tel
xpensive holiday or car. It’s the same
kly that you foqSst
Page 19 of 48
You should always be fully aware of whatever you sign up to.
If telesales concerns you and you want to stop the calls you can register with the telephone preference system:-
TPS
ww.tpsonline.org.ukw Ofcom: www.ofcom.org.uk The Information Commissioner’s Ofwww.informationcommissioner.gov.uk
fice:
Page 20 of 48
PHONE CALL – ROLE PLAYS t A
ount is much higher than your usage. You them the current reading.
You are an employee of Scottish Gas. You will record Student A’s gas reading and will assure them that a
new bill will be sent out.
Studen
You have received an estimated bill from Scottish Gas for an am
phone them up to give
Student B
Page 21 of 48
You can practise calculating your energy bills with resources from:
http://www.moneymatterstome.co.uk/In
teractive-Workshops/ReadingYourMeters.htm
Page 22 of 48
STUDENT A
You are going to contact Buchanan Bus Station’s Travel
Yowill help Student A with
Public Transport information: www.spt.co.uk
Centre to check the times and cost of tickets to Victoria Bus Station in London
STUDENT B
u work for Buchanan Bus Station’s Travel Centre and
their travel enquiry.
Page 23 of 48
STUDENT A
You are a medical secretary who works in a doctor’s
s available for a fortnight. Hosurgery. The surgery is very busy and there are no
appointment wever, you can advise patients to attend for an emergency appointment by arriving early at the surgery and
Your child is very sick and you have decided to pay a
appointment for today.
waiting.
STUDENT B
visit to the doctor. You would like to make an
Page 24 of 48
N.B.: You could use the information on the internet about Coatbridge Health Centre to practise your dialogues with
Medical Receptionists.
http://www.coatbankmedicalpractice.co.uk/
Page 25 of 48
N.B.: You could use the information on the internet about Coatbridge Health Centre to practise your dialogues with
Medical Receptionists.
http://www.coatbankmedicalpractice.co.uk/
Page 25 of 48
SOME TELEPHONE NUMBERS
1) Emergency Services – dial 999 You will then be asked which service you require: • Fire • Ambulance • Police
2) NHS Direct: 0845 4647 (http://www.nhsdirect.nhs.uk/
) 3) North Lanarkshire’s Working: 0800 0730 226 4) The Samaritans 0141 248 4488 Counselling service for people who are thinking of committing suicide
Page 26 of 48
5. au (CAB) (01236) 421447 and 421448
.scottishrefugeecouncil.org.uk
Coatbridge Citizens Advice Bure
6. Glasgow ESOL Forum – (0141) 333 1196 and 33 1194
7. Scottish Refugee Council – www Telephone: (0141) 248 9799
Bridges Project – sprogrammes.org.uk
8. Thewww.bridge
hone: 0141 445 4464
org.uk
Telep
9. EMEC – www.emecglasgow. 7
no. 01236 421447 or 01236 421448
Telephone: (0141) 419 032
Page 27 of 48
APPENDIX ONE
Phoning for help – dialogue cards on
WWW.SKILLSWORKSHOP.ORG
A
http://rwp.qia.oxi.net/embeddedlearnin
PPENDIX TWO
Skilled for Health Resources
g/skilled_health/contents_list.cf also on:- WWW.ALOSCOTLAND.COM
Page 28 of 48
APPENDIX TWO TOPIC 1 THEME 9
elephone helplines
Copies of Resources 1A and B, 3 and 4 Scenario cards prepared from Resource 2 Copies of Resource 5 (Activity 4 Support and ESOL) Telephone directories and local newspapers with helpline information Audio equipment (Audio 16-18) Audio scripts
HS Direct (pages 73–81) ergency calls (pages 118–127)
LEARNING OUTCOMES • To understand how to use the
NHS Direct telephone helpline common
• To know that there are other telephone helplines
derstand the type of ation that will be
sted
T
to get advice on symptoms
RESOURCES
• To uninformreque
• • • • • • • Highlighter pens
ELATED THEMES RNEm
HEALTH SKILLS There are many sources of help and advice that are now available on the telephone. Although
SKILLS FOIn order totelephone
R LIFE use NHS Direct and other
helplines, learners need to be able to: • understand how to access these
will be asked to
advice. Core curriculum Activities in this theme will contribute to learning in the following curriculum areas:
t what will be needed in answer questions on the
phone (L Rt/L1.1) • locate information from written
text (L Rt/L1.5) • listen and respond to questions
from medical practitioners (L SLc/E3.3, SLc/E3.4).
for mtheir local GP practice
any people the first reaction is to contact or clinic when they
any cases replace the need to visit the
t learners understand what ble to them online and on
to ipate the type of information that will be
elated health information ww.nhsdirect.nhs.uk/SelfHelp/index
services • anticipate and plan what
information theygive
• listen and respond to questions and
have a health problem, an increasing number of people are becoming aware of the benefits of using telephone helplines such as NHS Direct. These enable people to receive
e of day or night professional advice at any timand in mdoctor. It is important thaservices are availathe telephone. It is also important for themanticrequested when they phone for advice, and understand the sort of help they will be given.
• find ouorder to
Rw .asp
/www.bbc.co.uk/health/conditions www.helplines.org.uk
Page 29 of 48
Engage • Introduce the topic by explaining tha
Page 30 of 48
Are there times when you think people might like to talk to a stranger about specific problems?
Have you ever been ill (or had someone in the family that was ill) in the middle of the
lth
night and needed to talk to a heaexpert?
Where can you find further numbers?
What telephone helplines do you know? lines.
e already
t although the GP or the hospital are there to deal with our health issues, there may be times when using other support services
w
Encourage learners to suggest scenarios. These can be generalised depending on the group and their relatiowith each other. It may be useful to suggest some scgroup started. These might include: − a person feeling ill in the middle of the night or o
ekends or bank holidays d to discuss conf
inal illness, a problem such as drug l problems) eels they have no one else to turn to for advice or
ACTIVITY 1 U e available • elp• y ar
•
•
99 (or the European
• the es page. Some local newspapers also contain this information.
pprop• helplin
• o car
• Check and discuss answers. Ask learners to me that if they
ive
such as the Internet or telephone helplines may be a betterwith immediate needs.
• Talk about times when people may feel ill, worried or conwould benefit from speaking to a knowledgeable person o
ay to deal
cerned and ver the phone.
personal or • nship with you and enarios to get the
utside normal surgery
identially with hours – at we
− a person with a problem that they neesomeone who is not directly involved
− an emergency situation − a person who just needs more information about a health issue
specialised support about a − a person who needs to speak toondition (e.g. a termparticular c
abuse, financia− a person who f
support Enable
nderstand what helplines ar Check learners understand what you mean by h Ask learners for the names of any helplines the
aware of. Display these. Use Resource 1A and B to discuss some o
available, and where the numbers can be loca Explain the key points about the NHS Direct
locate the number. Encourage learners to keeout the use of the emergency number 9emergency number and can also be used in the
Suggest learners look at a telephone directory helplinMake these sources available to learners as a
Read and discuss information about variouslearner group.
Give pairs or small groups of learners scenariAsk them to discuss the scenarios, decide onnumber.
riate. es that may be relevant to the
ds prepared from Resource 2. the appropriate helpline and locate the
ake a note of numbers that are important to them. Emphasis are not sure who to contact, NHS Direct
contact details. or PALS will be able to advise them and g
f the telephone helplines that are ted. service and make sure learners canp a note of this number. Also point 112, which is
UK). and try to locate
Do you hexperienNHS Dir
ave any ce of using the ect helpline?
How helpfuldid you find it?
What information might you be asked for?
Why do you call
eed uch mation
that is not about the
tions. Draw out
s a group o
they will need when making a call to NHS Direct. Key points for the checklist should include:
onal details (name, telephone number and postcode) about the person you are calling about (if calling for another person)
how they af
thinkhandlers nso minfor
− any other relevant details. • Go through these points and ask learners to offer examples of the sort of
information required for each one. Ask for strategies for preparing the information and remembering what to say.
symptoms?
ESOL ocabulary. eaning
Support • Learners may need support with v
Encourage them to work out the mfrom the context (e.g. ‘What do you think common health problems me
• Learners may need support to scan for headings and key words. Ask direct questions about the scenario to establish the type of information they are looking for. Restrict the amount of information learners need to access. Give more obvious
ans?’ ‘Which pay for the planations of e a problem’
e notes on ice in their first
word tells you that you don’tsimple ex
esolv).
ke to add somh serv
scenarios to begin with. phone call?’). Give unfamiliar words (e.g. ‘rmeans to find a solution
• Check that dyslexic learners are able to copy numbers in the correct sequence. Give strategies for remembering numbers. For example, NHS Direct number is 08 (same beginning as most helplines) followed by 45, 46, 47 (numbers in sequence).
• Learners may liResource 1 about eaclanguage.
ACTIVITY 2 (Audio 16) Prepare for a call to NHS Direct helpline
scuss the ques• Give out Resource 3 and dianything learners already know about the NHS Direct helpline.
• Us ns a e Resource 4 as an information source to answer the questiopairs. Use the answers as a focus for discussion.
• Play the audio clip of the NHS Direct helpline recorded message.
r in
Discuss the information and the implications for confidentiality. • Ask learners to work in groups to make a checklist of the sort of
information
− pers− details− what the call is about − a description of the symptoms, when they started and fect you (or
the other person) − what you or the other person have tried already − any drugs you or the other person are taking − any existing medical conditions
Page 31 of 48
Why is it important to speak clearly?
Can you think of a time when you might need to ring the NHS Direct helpline?
call to the Nners f
tion
audio ch as
er, postcode. n.
ACTIVITY 4 (Audio 18) Practise responding to questions • Explain that you are going to play an audio clip of the call
handler’s questions, but without the caller’s answers. Explain to learners that they will be responding to the questions themselves.
Support • Learners may need support to go
through the information on Resource 4 and to identify the key points to remember. Use a highlighter pen to identify the important points before listing them. Ask learners to describe each item in their own words and write these down for them.
• Learners can work in pairs for
ESOL
’
he’s t
nal d
dback on cl
• As you godiscuss u(point 2) 4) ‘She‘It starte
though the list of points, seful phrases. For example: ‘It’s about my (daughter)’ (point
s got (earache)’; ‘She feels (sick)’; d / came on (yesterday)’ (point 5)
aken / I’ve given her (painkillers)’. ners practice in giving their
etails – name, phone number,
‘S• Give lear
persoaddress, doctofee
r’s details. Provide arity, speed and spellings.
support.
ACTIVITY 3 (Audio 17) Listen to a call to NHS Direct helpline • Explain to learners that they are going to listen to a phone
helpline. Play the conversation once through for gist and ask learHS Direct or general
comments about what the problem is. They may wish to comment on the symptoms or the advice given.
• Discuss the importance of clear communication. Play the conversaagain, pausing at intervals to discuss the questions asked and the responses. (Places to pause are marked on teacher’s version of thescript.) Use the checklist developed in Activity 2 to tick off items supersonal details – name, telephone numb
• Ask learners to comment on the clarity of the communicatio What could yoyou don’t u
u say if nderstand? • Listen to the conversation again to confirm points raised.
Support ESOL Learners may need Deal with the two parts of the conversation
y (call handler and nurse). For each one,
providing questions to help the gist
Step 4: play it again in short sections (as often as necessary) pausing to discuss the details
Step 5: go though the audio script, focusing on useful expressions.
support in listening for separatelspecific information. Be prepared to replay sections several times. Provide copies of the audio script (learner
follow these steps: Step 1:set the context Step 2: discuss likely content with learners Step 3: play it through
learners understand
TIP Lear to mpersof ke (e.g. address, postcode, medical history,
ners may likeake a onal checklist y informationversion) and highlighter
pens on second listening so that learners can listen for and mark text.
medication taken).
Page 32 of 48
Which helplines would seful to you?
rners (as a group or individually) to consider a similar scenario when they decide what
create earners may ady to
to
f helplines that will be relevant
Ask leaneed to phone the doctor for ththe symptoms are and towant to revisit their checklist anrespond. Play the audio clip, pausingrespond as a group or individually.
• eir young son, who is ill. Ask them to a name and other details if necessary. Ld note down information so that they are re
after each question to allow learners
be uto them. They can keep this list by the telephone at home.
Action Suggest that learners create a list o
Support Hand out Resource 5 and go through the questions with learners one at a time. Make notes about the answers and practise responding.
ESOL • Hand out Resource 5 and work with a volunteer
to model how to answer the questions. • Set up pairs. Allow time for learners to discuss a
scenario and decide what to say. When they are ready, encourage them to practise the call. Ensure that learners swap roles.
Page 33 of 48
Telephone helplines RESOURCE 1A
What can I do if I feel ill or have health concerns? Should I always go to the doctor?
How can I find out more about local services
uppoions?
or other sorganisat
rt
What do I do in an emergency?
If you need to contact the police, fire service, ambulance or coastguard in an emergency: dial 999 or 112.
Page 34 of 48
Telephone helplines RESOURCE 1B
Where else can I get confidential advice?
PALS Patient Advice and Liaison Service PALS provides: • confidential advice and support to
patients, families and carers • up-to-date information about the NHS
and health-related matters • help to resolve problems and concerns
quickly • explanations of complaints procedures
and how to contact someone who can help
• information about how to get more involved in your own health care and NHS locally
• an opportunity to give feedback about health services.
If you want to contact your local PALS: • Phone your local clinic,
GP surgery, health centre or hospital and ask for details of PALS
• Phone NHS Direct 0845 4647.
Some helplines are listed in the telephone directory. Some of these are Freefone numbers. You will not be charged for calls to Freefone numbers and Freefone numbers or Freetext numbers will not be shown on your telephone bill. You can also contact many helplines by using the Internet:
Page 35 of 48
Telephone helplines RESOURCE 2
1 You are worried that a friend has an alcohol problyou get t this?
2 Your mother is in hospital and you are unhappy about the care and treatment she is receiving. Is there someone you can call to talk about this?
em. Where could some advice abou
3 It’s late at night and your child has a high temperature. He has been unwell for most of the day but now seems worse. Who can you call for advice?
4 You have a hospital appointment at a hospital 30 miles from your house. You don’t drive and there is no public transport to get you there on time. Is there someone you can ask for help with transport?
5 Everything is going wrong: you
6 You have a long-term condition that you have been told is untreatable. Y
atment tha How yoilable
have split up with your partner, you have money problems andyou have been made redundant. You feel desperate and alone
tre.
Who can help? canava
ou hear of a new t may help.
u find out if this is on the NHS?
7 You are a long-term carer for a child with a severe disability. You need a break. Who could you
8ma
call about this? do
You call in on your elderlother and find her unconscious t the bottom
you call?
y
of the stairs. Who
Page 36 of 48
Telephone helplines RESOURCE 3
Cahe
n I call the NHS Direct lpline at any time?
What will they ask me? Do I need
to give my name?
How much will the call Can I make a
call for someone else?
cost?
Is the service confidential?
What sort of advice will they give me?
If I’m ringing about a health problem, will I need to give details about the symptoms and previous medical conditions?
Page 37 of 48
Telephone helplines RESOURCE 4
How do you use the telephone service? Call the NHS Direct telephone service on 0845 4647 at any time of the day or night. You will be asked to provide some basic information aboyourself and to describe the nature of your call. If you need advice about a health problem, you are asked if you are calling for yourself or on behalf of someone else and are asked to explain: • what the symptoms are, how they affect you/the person and when they
began • what you/the person have tried already • any drugs you/the person are already taking • any existing medical conditions • you think is relevant. If you are calling on behalf of someone else, that person needs to be in the same room as you so that the nurse can accurately assess their symptoms. NHS Direct nurses will use their skills and experience, together with a comprehensive computer system, to advise you on the most appropriate course of action to take. NHS Direct calls are charged at the local call rate.
ut
anything else
Page 38 of 48
Telephone helplines RESOURCE 5
(Audio 18) Call hand handler. Are you phoning for yourself or somebody else? Y_C ils. What’s your telephone number? Y_ __
___________________
e, please? Y_ CY___________________________________________________________ CYou: ___________________________________________________________ Call handler: Can you spell that for me? You: ___________________________________________________________ Call handler: What’s your son’s date of birth? You: ___________________________________________________________ Call handler: Just a few more questions … What’s the name of your GP? You: ___________________________________________________________
ler: You’re through to NHS Direct South West. I’m your call
ou: __________________________________________________________ all handler: That’s fine. I need to take some deta
ou: ________________________________________________________
Call handler: Does the patient have the same telephone number? You: ________________________________________ Call handler: Could I have your postcod
u: o__________________________________________________________
all handler: Could you repeat your postcode? ou:
all handler: And the patient’s name?
Page 39 of 48
Call handler: And the practice? You: ____________________________________________________
all handler: Now, can you tell me what’s wrong with your son?
____________
_______ CYou: _______________________________________________ Call handler: Thank you. I’m now going to hand you over to a nurse who can deal with your questions.
Page 40 of 48
TelANSWERS AND AUDIO SCRIPTS
ephone helplines
s may vary according to the information you have.
Alcohol – Drinkline 0800 917 8282
5 Samaritans 08457 90 90 90 6 NHS Direct 0845 46 47 or PALS or DIAL UK 01302 310123 7 Carers Line 0808 808 7777 8 999 or 112 AUDIO SCRIPTS ACTIVITY 2 (Audio 16) Recorded message: Thank you for calling NHS Direct. When your call is answered, we will ask you to provide some personal information, including details of any medication you may be taking. If you would like to know how the NHS protects your information, please press 1. Health information and advice is also available at www.nhsdirect.nhs.uk and on digital satellite TV by pressing the interactive button on your remote and scrolling down until you see NHS Direct interactive. Otherwise please hold to speak to someone who can help. ACTIVITY 3 (Audio 17) Teacher version Recorded message: Thank you for calling NHS Direct. When your call is answered, we will ask you to provide some personal information, including details of any medication you may be taking. If you would like to know
ANSWERS ACTIVITY 1 / Resource 2 AnswerSuggestions: 12 PALS 3 NHS Direct 0845 46 47 4 NHS Direct 0845 46 47 or PALS
Page 41 of 48
Telephone helplines ANSWERS AND AUDIO SCRIPTS
how the NHS protects your information, please press 1. Health information and ailable at www.nhsdirect.nhs.ukadvice is also av and on digital satellite TV by
n on your remote and scrolling down until you see NHS ne who can help.
pressing the interactive buttoDirect interactive. Otherwise please hold to speak to someo pause – discuss instruction Call handler: You’re through to NHS Direct South West. I’m your call handler. Are
y else?
checklist
you phoning for yourself or somebod Mrs Begum: Somebody else. pause – refer to
all handler: Fine. I need to take some details. What’s your telephone number?
01392 554432.
C Mrs Begum: My number’s Call handler: Is the patient on the same number? Mrs Begum: I’m sorry, I didn’t hear your question. pause – discuss that it is OK to ask questions or ask for clarification Call handler: Does the patient have the same telephone number? Mrs Begum: Yes, it’s my six-year-old daughter.
your postcode, please?
PN.
pause – discuss checking details
Call handler: Could I have Mrs Begum: EX23 1 Call handler: Can I check your postcode? Is that N for November? Mrs Begum: Yes.
Call handler: And the patient’s name? Mrs Begum: Neela Begum. I’m Mrs Begum – her mother. Call handler: Is that spelt N-e-e-l-a? Mrs Begum: Yes, that’s right. Call handler: What’s Neela’s date of birth? Mrs Begum: It’s 10th December 2000.
Page 42 of 48
Telephone helplines ANSWERS AND AUDIO SCRIPTS
pause – discuss how to give dates and the need to be clear Call handler: Just a few more questions … What’s the name of your GP? Mrs Begum: Dr Lake. Call handler: And the practice?
now going to hand you over to a nurse
Mrs Begum: East Fordton.
all handler: Now, can you tell me what’s wrong with Neela?C
rs Begum: She keeps being sick. M
all handler: Thank you, Mrs Begum. I’mCwho can deal with your questions. pause – point out that this is usual practice Nurse: Hello, Mrs Begum. I’m Nurse Peters. How can I help you?
eeps being sick. Mrs Begum: I’m worried about my daughter – she k Nurse: Has she been vomiting for long? pause – discuss vocabulary Mrs Begum: Um … how long? Nurse: More than a day? Mrs Begum: No, she started this morning, so I didn’t send her to school.
e?
er temperature seems normal, but she looks pale.
r is there any blood in it?
Nurse: Do you think she has a fever? Have you taken her temperatur
rs Begum: Yes, hM
urse: Is the vomit dark brown oN
rs Begum: No, I don’t think so. M ause – discuss whether Mrs Begum answered the questionp
urse: Has Neela got bad tummy ache? N
Mrs Begum: She says it does hurt, especially when she’s being sick.
urse: Does she have diarrhoea as well as being sick? N
Page 43 of 48
Telephone helplines ANSWERS AND AUDIO SCRIPTS
Mrs Begum: A bit – not much. Nurse: Is anyone else in the family sick?
hing you haven’t eaten?
that.
aten, but for now what you need to do is give her ater to put some fluid back in her body. Not too much at once – give her little sips
nothing fatty or spicy. Let her rest and she should e better soon. Have you understood all that, Mrs Begum, or would you like me to
eck her
Mrs Begum: No, only Neela. Nurse: Has Neela eaten anyt Mrs Begum: She had a takeaway last night – it might have been Nurse: It might be something she’s ewevery 15 minutes or so. Give her more after two hours. After about eight hours you can start giving her a little food, butbrepeat anything? pause – discuss long instructions – what should Mrs Begum do to chunderstanding?
rs Begum: I think I understand. I need to give Neela water – a bit at a time – and ch.
orse or other symptoms develop you can always call NHS irect again, but you could get in touch with your GP. Is there anything else you
u.
earner version HS Direct, the NHS assessment and health
ill create a medical
Mfood after eight hours. Thank you very mu Nurse: Now if Neela gets wDwould like to ask? Mrs Begum: No, thank yo Nurse: Thank you. Goodbye. Mrs Begum: Goodbye. ACTIVITY 3 (Audio 17) LRecorded message: Welcome to Ninformation line. Our calls may be monitored or recorded to ensure clinical safety. Your call will be answered by one of our call handlers who wrecord for you. If you would like to know how the
Page 44 of 48
Telephone helplines ANSWERS AND AUDIO SCRIPTS y, press one now, otherwise hold the line.
all handler: You’re through to NHS Direct South West. I’m your call handler. Are ?
s your telephone number?
all handler: Is the patient on the same number?
all handler: Could I have your postcode, please?
23 1PN.
Begum. I’m Mrs Begum – her mother.
-e-l-a?
all handler: What’s Neela’s date of birth?
rs Begum: It’s 10th December 2000.
all handler: Just a few more questions … What’s the name of your GP?
Call handler: Now, can you tell me what’s wrong with Neela? Mrs Begum: She keeps being sick. Call handler: Thank you, Mrs Begum. I’m now going to hand you over to a nurse who can deal with your questions.
NHS protects the information you give toda Cyou phoning for yourself or somebody else Mrs Begum: Somebody else. Call handler: Fine. I need to take some details. What’ Mrs Begum: My number’s 01392 554432. C Mrs Begum: I’m sorry, I didn’t hear your question. Call handler: Does the patient have the same telephone number? Mrs Begum: Yes, it’s my six-year-old daughter. C Mrs Begum: EX Call handler: Can I check your postcode? Is that N for November? Mrs Begum: Yes. Call handler: And the patient’s name? Mrs Begum: Neela Call handler: Is that spelt N-e Mrs Begum: Yes, that’s right. C M C
e. Mrs Begum: Dr Lak Call handler: And the practice? Mrs Begum: East Fordton.
Page 45 of 48
Telephone helplines SANSWERS AND AUDIO SCRIPT
– she keeps being sick.
for long?
rs Begum: No, she started this morning, so I didn’t send her to school.
ure?
but she looks pale.
in it?
ink so.
ally when she’s being sick.
iarrhoea as well as being sick?
ily sick?
ven’t eaten?
thing she’s eaten, but for now what you need to do is give her r body. Not too much at once – give her little sips ore after two hours. After about eight hours you
od, but nothing fatty or spicy. Let her rest and she should e better soon. Have you understood all that, Mrs Begum, or would you like me to
eed to give Neela water – a bit at a time – and
Nurse: Hello, Mrs Begum. I’m Nurse Peters. How can I help you? Mrs Begum: I’m worried about my daughter Nurse: Has she been vomiting
rs Begum: Um … how long? M
urse: More than a day? N M Nurse: Do you think she has a fever? Have you taken her temperat Mrs Begum: Yes, her temperature seems normal, Nurse: Is the vomit dark brown or is there any blood Mrs Begum: No, I don’t th
urse: Has Neela got bad tummy ache? N
rs Begum: She says it does hurt, especiM Nurse: Does she have d Mrs Begum: A bit – not much. Nurse: Is anyone else in the fam Mrs Begum: No, only Neela. Nurse: Has Neela eaten anything you ha Mrs Begum: She had a takeaway last night – it might have been that.
urse: It might be someNwater to put some fluid back in hevery 15 minutes or so. Give her me
can start giving her a little fobrepeat anything? Mrs Begum: I think I understand. I nfood after eight hours. Thank you very much.
Page 46 of 48
Telephone helplines ANSWERS AND AUDIO SCRIPTS ays call NHS
ing else you
handler. Are
’s your telephone
postcode, please?
t your postcode?
Nurse: Now if Neela gets worse or other symptoms develop you can alwDirect again, but you could get in touch with your GP. Is there anyth
would like to ask? Mrs Begum: No, thank you. Nurse: Thank you. Goodbye. Mrs Begum: Goodbye. ACTIVITY 4 (Audio 18) Call handler: You’re through to NHS Direct South West. I’m your call ou phoning for yourself or somebody else? y
ou: Y
all handler: That’s fine. I need to take some details. WhatC
number? You: Call handler: Does the patient have the same telephone number? You: Call handler: Could I have your You: Call handler: Could you repea You: Call handler: And the patient’s name?
ou: Y Call handler: Can you spell that for me? You: Call handler: What’s your son’s date of birth? You:
Page 47 of 48
Page 48 of 48
ANSWERS AND AUDIO SCRIPT
?
ell me what’s wrong with your son?
and you over to a nurse who can deal our questions.
Telephone helplines S
Call handler: Just a few more questions … What’s the name of your GP? You: Call handler: And the practice You: Call handler: Now, can you t You:
all handler: Thank you. I’m now going to hCwith y
