Why you should read this article

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To understand the requirement for telephone assessments during the coronavirus 2019 (COVID-19) pandemic

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To familiarise yourself with the skills required to undertake telephone assessments

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To enhance your knowledge of specific techniques such as active listening

The coronavirus 2019 (COVID-19) pandemic has led to an increase in the number of healthcare consultations being undertaken remotely rather than face to face, including telephone assessments with patients. When undertaking telephone assessments, the communication and clinical skills used in face-to-face consultations must be adapted to compensate for the loss of visual contact between the patient and the nurse. Specific techniques such as visualisation and managing silence can enable the nurse to develop trust and rapport with the patient, and contribute to effective telephone assessments.