I swear you'd be appaled at the phone manners of people. Not the patients per se, those I can understand but providers (doctors, nurses, lawyers offices.) On any given day I have a conversation like this...
Caller: Hi is Dr. X there?
Me: Yes, may I have your patient number please.
Caller: I'm not a patient I'm from Lawyers Inc. I need to speak to Dr. X.
Me: And you are?
Caller: Susan Smith
Me: and what may I tell Dr. X this is regarding.
Caller: I need to speak to him.
Me: I'm sorry but I do need to inform him on who this is regarding, is this regarding a patient or is this a personal matter.
Caller: It's regarding patient Joe Smith
Me: Do you have their health record number?
Me: Social Security number so I can bring them up in our system?
Me: Date of birth?
Caller: Let me call you back.
Me: You do that!
I mean GUH!!!! Get a fuckin' clue peeps! This isn't rocket science. Whatever happened to "Hi my name is so and so from Lawyer's Inc. I'd like to speak to Dr. X about Joe Smith. What information do you need?"
It's call phone etiquette.