Which of the following is best practice for screening and routing incoming calls?

The best practice for screening and routing incoming calls is for the receptionist to answer the call and then transfer it to the designated or appropriate person. This method ensures a personalized touch, which is important in healthcare settings where patients may have urgent or sensitive issues to discuss.

When the receptionist answers the call, they can immediately assess the nature of the inquiry or concern. This allows for better understanding of the patient's needs, providing an opportunity to gather essential information before the call is routed. The receptionist can also set the right tone for the interaction, offering reassurance and support to the patient.

Transferring the call directly to the appropriate specialist or department minimizes the risk of miscommunication and ensures that the patient speaks to someone who is knowledgeable about their specific concerns. This direct human interaction contributes significantly to patient satisfaction and can lead to more efficient handling of their questions or issues.

In contrast, an automated system that routes calls might not offer the same level of personal interaction or understanding of the patient’s needs, and taking messages without direct communication can delay responses and hinder care.