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In a medical centre, the first seconds of the greeting decide whether a caller in an emergency hangs up and dials Triple Zero. Only after that come bookings, scripts and test results.
Triple Zero, then healthdirect for after-hours advice, then reception.
Thank you for calling Jacaranda Family Medical. In an emergency, hang up now and dial triple zero. For health advice after hours, you can call healthdirect on one eight hundred, oh two two, two two two. To book or change an appointment, please stay on the line, and our reception team will be with you shortly.
Triple Zero (000) is Australia’s emergency number. Put it in the first or second sentence, before any menu option, so a caller in an emergency does not wait through a booking menu.
healthdirect gives free health advice on 1800 022 222, where callers can talk to a nurse or doctor. When your clinic is closed, naming it gives callers somewhere to turn that is not the emergency department.
You're through to [practice name] reception. In an emergency, hang up and call triple zero. To book an appointment, press one. For test results, press two. For repeat scripts, press three. For all other enquiries, press four.
[practice name] is closed right now. In an emergency, call triple zero. For health advice now, call healthdirect on one eight hundred, oh two two, two two two. We open again at [08:00] tomorrow.
You've reached the results line at [practice name]. Our nurses return results calls between [13:00] and [15:00]. Please leave your full name, date of birth and a phone number, and we'll call you back.
Thanks for holding. Mornings are our busiest time. You can also book online at [website], and many appointments can be made without waiting on the phone.
For a telehealth appointment, please book as usual and choose a phone consultation. Your doctor will call you at the booked time from a private number.
Callers to a clinic are often unwell or worried. Choose a voice that sounds steady, and slow the pace slightly.
Write phone numbers the way people say them, in groups of digits, so the voice reads them clearly.
Ask for name, date of birth and number only. Clinical details belong in the call back.
Right after the practice name is the usual place. One short sentence is enough: “If this is an emergency, hang up and call triple zero.”
Better not. Each clinic has its own hours and name, and callers want to hear the one they rang.
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