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Ch 15 MC1130
Telephone Procedures part ii
| Question | Answer |
|---|---|
| telephone triaging involves _________ _________ _________ based on the __________ of the need | complaints considered emergencies, attention |
| life threatening emergencies that require urgent care:(1) | -chest pain -heavy bleeding -pregnant woman bleeding -high fever on infant or child -severe asthma attacks -shortness of breath -poisoning/allergic reaction |
| life threatening emergencies that require urgent care:(2) | -broken bone -loss of consciousness -suicidal tendencies/harm others |
| often triage _________ are used | notebooks |
| _________ are usually involved in constructing these triage notebooks | physicians |
| a ______ _______ categorizes emergency situations presented in phone calls to the office | triage notebook |
| handling emergency calls while in the office MA should obtain patient's ________, ________, and _________ | name, age, gender |
| while handling emergency calls in the office, immediately inform the _________ of the emergency call: physician will often take emergency calls | physician |
| while handling an emergency call without a physician in office, MA should | -have a coworker to call 911 -MA should stay on the line with patient to give information to coworker and so on to emergency services -MA should let patient know that emergency help is on their way |
| with an emergency in the office a physician may request ________ ________ to be called to the office | emergency services |
| with an emergency n the office the physician may obtain the patient's _________, ________, _________, description of the problem, and request emergency service | name, age, gender |
| with an emergency in the office office's _________ and ________ should be listed near the phone- provide floor, suite, or office numbers when appropriate | phone number, directions |
| angry callers must be dealt with _________ and ________ | professionalism, calmness |
| with angry callers an understanding voice and a/an _________ can usually _________ an angry caller | courtesy, calm |
| with angry callers do not stan for _________ _________ | verbal abuse |
| ________ ________ must be documented in patient's chart | angry callers |
| physicians must be made aware of ________ ________ regarding angry patients | finding resolution |
| grieving or emotional patients calls are _________ in nature and must be __________ in the patient's chart | emotional, documented |
| charting calls include: (a patient who) | -cancels appt and doesn't reschedule -is in the hospital -has died -not returning for appointment cannot afford to keep their appt, fill prescriptions, see physician |
Created by:
ricrom81
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