Communication Answer the telephone in a timely and courteous professional and sensitive manner. Provide information either in person or over the phone to visitors regarding ward routine and infection control. To collect essential information either via the telephone or directly and communicate with the appropriate member of the ward team. To receive and make telephone calls as needed and as directed by the ward staff.

To handle difficult situations in a calm and professional manner. To receive and direct patients, visitors and staff visiting the ward. As directed by the nurse in charge, contact GP surgeries and other external agencies to obtain patient related information. Deal with difficult and challenging patients and relatives in a calm and polite way Deal with enquiries and issues that have been escalated in an efficient, polite and courteous manner, providing a caring, compassionate, helpful and understanding service to patients, staff and the general public.

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