Which communication action is essential when transferring calls to another department?

When transferring calls to another department, explaining briefly why the transfer is necessary is essential for several reasons. First, this action provides clarity to the caller about why they are being transferred, which can help alleviate any potential frustration. Callers often have specific concerns or queries, and knowing that their call is being redirected for a valid reason reassures them that their needs are being addressed appropriately.

Additionally, this explanation fosters transparency and builds trust between the patient and the service representative. It shows that the company values the caller’s time and is making an effort to connect them with the right resources. This can prevent confusion and reduce the likelihood of the caller feeling lost or disconnected during the transfer process.

Furthermore, providing a brief explanation allows the caller to understand who they will be speaking with next and why it's the best fit for their questions or concerns, which can make the transition smoother. Overall, it's an important communication action that enhances the quality of patient service.