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Chapter 12 Med Assis

Telephone Etiquette

QuestionAnswer
Always answer the phone by the _______ ring third
On the telephone, personality and attitudes are conveyed through the _______ of voice the MA uses tone
MA's who enjoy their work and want to be of assistance to patients communicate _________ through the phone enthusiasm
The purpose of screening calls are to: connect the patient with whom they need to speak with and to manage the physicians time wisely
What to ask when taking messages: who the call is from, date/time, callers #,nature of call, action to be taken, your initials
Always say ____________ when ending a call Good-bye
Calls referred to physician: request for test results, emegencies, other physicians, medical questions, complaints, referrals
the act of evaluating the urgency of a medical situation and prioritizing treatment Triage
What is the first priority when you have an angry caller on the phone Diffuse the situation. Remain calm and in control. Do not become angry
When someone calls for medical information use the ____________ verification procedure Call back
Respecting a patients right to privacy is an _____________ obligation of the MA ethical
Created by: tonyawiltshire