At a general practice the phone greeting is not a business card but a safety valve: an urgent caller must know what to do within seconds.
Always put the emergency option first, even before the practice name if necessary. Callers with an emergency do not sit through a menu. Only then mention opening hours, repeat prescriptions and the rest.
Three scripts you can use right away
Replace the parts in [brackets] with your own details.
Welcome message
“Welcome to general practice [name]. If this is a life-threatening emergency, hang up and call 911. For urgent care, press 1. To make an appointment, press 2. For repeat prescriptions, press 3. For other questions, please stay on the line.”
After hours
“Welcome to general practice [name]. The practice is currently closed. For urgent medical help that cannot wait until tomorrow, call our after-hours line at [after-hours number]. If this is a life-threatening emergency, hang up and call 911. We are available on weekdays from [time] to [time].”
Voicemail
“You have reached general practice [name]. This voicemail is not for emergencies; call [emergency number] for those. Please leave your name, date of birth and phone number, and the assistant will call you back.”
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