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Telephone Reporting Toolkit

Telephone reporting is an important method for receiving reports of suspected Adverse Drug Reactions (ADRs), as well as for engaging with reporters. Following discussion of the SCOPE WP4.4 survey results, WP4 created a guidance document and an e-learning module focusing on telephone reporting practice.

Handling Telephone Calls from the Public 

This guidance was developed to include training for staff and recommendations on how to handle patient telephone reporting, along with practical advice about how to set up a telephone service and how to track the number and nature of the calls received.

What does this document cover?

1. Introduction

2. Survey results

3. Setting up a telephone messaging service

4. Training your staff

5. Types of telephone calls that may be received

6. Flow chart for responding to callers

7. How to take down the details of an ADR report

8. Monitoring calls

9. Handling difficult callers

10. FAQs

11. Useful contacts

12. Conclusions

Target audience

This guidance is aimed at a range of National Competent Authorities staff – from those that answer telephone calls, to their managers and the IT staff that can support this.


28 page pdf.

Click here to access this document.

Telephone Reporting e-learning module

This e-learning module outlines:

 - The benefits of offering a telephone reporting service

 - How to take down an ADR report over the phone

 - Information about the types of calls National Competent Authorities (NCAs) are likely to receive, including suggested responses

 - Practical suggestions for implementing phone reporting

What does this e-learning cover?

1. Telephone reporting introduction

2. Benefits of offering a telephone reporting service

3. Types of calls received during the phone service

4. How to take down an ADR report over the telephone

5. How to handle a range of calls

6. Summary

Target audience

The target audience is primarily pharmacovigilance staff working at NCAs.


30 minutes completion time (including four example audio scenarios  - 4 min. each)

Click here to access this e-learning module.

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