Effective scripting for opening questions on the phone can help establish a positive interaction and gather essential information quickly. Here are some examples.

From PES to PDSA – Workbook: Using adult hospital inpatient experience survey data for quality improvement.

Te Tāhū Hauora Health Quality & Safety Commission Workbook 2023.

Feilding Health Care is in the largest town in the Manawatū district, situated 20km from Palmerston North.  The practice provides services to the wider Manawatū area, with an enrolled population of 21,000 people.

Feilding Health Care (FHC) has embraced the Health Care Home (HCH) model of care as an early adopter, providing integrated primary health care services to their community.

Their approach includes extended care teams; continuous improvement methodology and culture; and tackling triage approaches to improve both patient/whānau and workforce experiences.