Front Desk Call Routing Decision Tree
Route calls correctly without giving medical advice.
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Create a call routing decision tree for the front desk team at [PRACTICE_TYPE]. Staff are non-clinical and must never give medical advice. Services and teams: [SERVICES_AND_TEAMS]. Hours: [HOURS]. Clinical escalation contact: [ESCALATION_CONTACT]. Write the tree as IF / THEN branches with the exact words staff can say. START: greet and ask the reason for the call. IF the caller describes an emergency or very severe symptoms (use only the list approved by our clinical lead: [EMERGENCY_SYMPTOM_LIST]) THEN say: "Please hang up and call emergency services now" [adjust for the local emergency number and policy], and alert the clinical lead at once. IF symptoms are worsening, or the caller asks a clinical question THEN transfer to the clinical line, or take a message for a clinician callback within [TIMEFRAME]. IF appointment, prescription refill request, referral, billing, or records THEN follow the matching branch and collect the listed information. IF the caller is distressed or angry THEN follow the de-escalation steps. Also provide: a two-identifier verification script; a message-taking template (fields: caller, callback number, reason in the caller's words, urgency flag, time taken, staff initials); ten phrases staff must never say, each with the safe alternative; and a one-page call card. The practice's clinical lead must approve the emergency wording and symptom list. Treat this as help with administration and communication, not as medical, clinical or legal advice. Remove patient identifiers before pasting anything. Run the output past a clinician, compliance officer or practice manager who works under the rules in [JURISDICTION] before using it. The clinical lead must approve the emergency wording and symptom list.
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