Sample Telephone Script – Geriatric Outreach/Community Teams
Telephone script for GOT:
**talk to caregiver/family member wherever possible (may need to contact patient first for consent if a family member is not already involved).
Introduction:
Hi it’s ____ calling from the Geriatric Outreach Team in xxx. We are phoning to check in on all of our patients, given the COVID-19 pandemic. Your family member [patient name] is on our patient list. I wonder if you have 5-10 minutes to go over some information and answer some questions.
Script from Primary Care (feel free to edit):
Due to the COVID-19 pandemic, our offices will be making temporary changes. Our goal is to minimize potential exposure to as many people as possible, while freeing up resources to attend to those who require urgent care.
Starting immediately – we will no longer be seeing any patients at our clinic. If you have an appointment scheduled currently, we will be cancelling this appointment. Instead, we are doing these telephone check ins and if there are any urgent needs, we will do our best to help problem solve.
People are being urged to stay home wherever possible. We also ask that you do not attend the EMERGENCY ROOM unless it is a clear EMERGENCY. There are other modes of testing if you are concerned you have contracted the virus.
Complete the “SGS In-home/Telephone Screening Guide Tool“
Closing:
- At this point in time, it is unclear when we will be back to scheduling in patients and running clinics.
- If you had an appointment, it will eventually be rescheduled.
- We do remain available by phone if you have any new concerns (provide contact numbers)
- Just a reminder that to keep yourself safe, remember to stay home as much as you can and handwash regularly
Additional Information (if appropriate)
- Use technology. Acute care hospitals and many primary care organizations may be limiting in-person access but options for telephone calls and/or computer visits are quickly being established. Caregivers and families can help to ensure you have devices and good access to the internet to connect to care providers and potentially avoid hospitals or offices, without sacrificing care. Similarly, family and friends may limit in person contact but could be more available for phone or video visits. Where available, online ordering for food or medication may also make it easier to avoid long lines.
- Make sure you have enough, but don’t stockpile medications. We all need to ensure we have a sufficient supply of medications to reduce the need to make trips to the pharmacy. Many pharmacies will also deliver, so those at increased risk may wish to consider this as an alternative. However, according to the Canadian Pharmacists Association “unnecessary stockpiling of medication can create unintended shortages and puts other patients’ health at risk.”
- Know your resources and seek support. Familiarize yourself with support agencies in your community and how to reach them. Many organizations, including Heart & Stroke, Alzheimer’s Society, ALS Foundation, Parkinson’s Canada, Regional Geriatric Programs. 211 Ontario can also connect people to the right information and services. Check with your local chapters for details. [or provide phone numbers]