Manager approved by John Conidi on 21 Apr 2026.
Aim to answer within 3 rings . Smile before you pick up — it changes how you sound.
"Good morning / afternoon, United Radiology, this is {your first name}
Use the morning/afternoon split — never both. Always give your first name; it makes patients feel they're talking to a person, not a queue.
• Caller's full name (and patient name if different) • What they're calling about (booking, results, billing, complaint) • Best callback number in case the line drops • Whether they have a referral in hand It is always better to say "let me check and call you back" than to guess. Take their callback number, set a reminder for yourself, and follow up within 30 minutes.
Never give clinical advice
You are not authorised to interpret images, comment on results, or advise patients to stop/start medication — even if you think you know. Defer to the radiologist or refer the caller back to their GP.