The key here is to gather as much information as you can from each patient you speak to.
At the start of the call, ask for the patient’s DOB and ask them to confirm their name. It’s important to note two things here: firstly the patient may go off on a tangent and it’s at your discretion to interrupt them at an appropriate time to ask them for these details. Secondly you shouldn’t ask them if x is their name because we have patients here that may have changed their names.
When training, do put the patient on hold at an appropriate time to check in with someone with a bit more experience whilst