The RICE instrument consists of a manual and a rating list. It is a validated, reliable and practical instrument to train and to assess the communication skills of call handlers working at an out of hours centre. The instrument gives structure to the telephone consultation and describes the required skills during each phase of the consultations. The characters of the word RICE follow the successive phases of the consultation:
R = Phase 1= Reason for calling
I = Phase 2= Information (you need to gather)
C = Phase 3= Conclusion (and care advice you can give)
E = Phase 4= Evalution (of the call with the caller)
RICE manual 2006
RICE rating list square 2006
