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Chapter 12 Med Assis
Telephone Etiquette
Question | Answer |
---|---|
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 |