Chapter 19: Telephone Communications

Question 1

the personal or individual qualities that make one person different from another

Answer 1

personality

Question 2

what does HEAT stand for

Answer 2

Hear them out
E be empathetic
A apologize
T take action

Question 3

what does THINK stand for?

Answer 3

T is it true?
H is it helpful
I is it inspiring
N is it necessary
K is it kind

Question 4

substance, simplicity, structure, and speed

Answer 4

the 4 keys to developing clarity in communication

Question 5

to avoid confusion, provide purpose, build a positive relationship, and create accountability

Answer 5

effectiveness

Question 6

to adjust, soften, tone down, alter or adapt

Answer 6

modulating

Question 7

true or false: you should answer an incoming phone call at least by the third ring

Answer 7

true

Question 8

conventional rules for correct behavior

Answer 8

etiquette

Question 9

what are the proper steps for handling several ringing lines

Answer 9

1) excuse yourself and ask the patient you are speaking with if you may place them on hold.
2) answer the second call, determine the nature of the call (ensure it is not an emergency) and ask if they can hold
3) return to the first call and thank them for holding
4) resolve the first call and return to the second call

Question 10

a preliminary or indicating procedure

Answer 10

screening

Question 11

system of sorting and identifying the severity of injuries

Answer 11

triage

Question 12

set of questions that reveal the caller’s condition and help determine, if necessary, how soon the patient should be seen by a provider

Answer 12

telephone screening

Question 13

1-caller’s full name, spelled correctly, date of birth, M/F
2-a detailed and accurate message indicating nature of the call
3- if requesting prescription, include name and phone number of pharmacy, drug name, dosage, last refill date
4-if requesting lab or test information, attach report to message
5- action required
5-date, time of call, initials of person receiving call
6-ohone number of caller and if okay to leave a message

Answer 13

key elements when recording a phone message to the patients chart

Question 14

data regarding patients may not be given out over the telephone to anyone unless the patient has given written permission for the release of specific information

Answer 14

confidential communication preference

Question 15

a message that is transmitted over phone lines and printed by the recipients equipment

Answer 15

fax

Question 16

a component of an electronic health record (EHR) system that allows patients to communicate with their medical office electronically

Answer 16

patient portal

Question 17

calling for appointments, prescriptions or test results
referrals
emergency calls
other providers
personal and general business calls

Answer 17

types of phone calls in the medical office