Question 1

​The THINK technique is one way to keep your attitude in check.Match each letter to the definition of the acronym.
-​Is it necessary?

Accepted Answer

The letter "N" in the THINK acronym stands for "Is it necessary?" which is part of the process to evaluate whether a thought or statement is appropriate.

Question 2

​The THINK technique is one way to keep your attitude in check.Match each letter to the definition of the acronym.
-Is it inspiring?

Accepted Answer

The "I" in THINK stands for "Inspiring," encouraging us to consider if what we're about to say will inspire others.

Question 3

​Identify "Yes" or "No" whether the action described is considered a key element when recording a phone message to the patient's chart.
-​If requesting prescription,include name and phone number of pharmacy,drug name,dosage,last refill date

Accepted Answer

Including the name and phone number of the pharmacy, drug name, dosage, and last refill date when requesting a prescription is essential for ensuring accurate and efficient communication between healthcare providers and pharmacies. This information is crucial for processing prescription requests and ensuring patient safety.

Question 4

​When a patient calls and asks to speak directly with the provider,never respond by saying:

Accepted Answer

Saying "The doctor is busy" is considered unprofessional and dismissive. It's better to offer to take a message or ask if you can assist in another way.

Question 5

​Identify "Yes" or "No" whether the action described is considered a key element when recording a phone message to the patient's chart.
-​Caller's full name,spelled correctly,date of birth,M/F

Accepted Answer

Recording a caller's full name, spelled correctly, and their date of birth is essential for accurately identifying the patient and ensuring the message is attached to the correct patient record. Including the gender (M/F) can further assist in patient identification.

Question 6

​Identify "Yes" or "No" whether the action described is considered a key element when recording a phone message to the patient's chart.
-​The tone and inflection perceived from the message

Accepted Answer

The tone and inflection perceived from the message are not typically considered key elements when recording a phone message to a patient's chart. Essential information usually includes the date and time of the call, the caller's name, the message content, and any actions taken or recommended, rather than subjective interpretations of the caller's tone.

Question 7

​Before you transfer a patient's call to another department or office:

Accepted Answer

Each of the actions described in options A, B, and C are recommended steps to ensure a smooth and informed transfer of a patient's call to another department or office. These steps help in providing a seamless experience for the patient and efficient communication between departments.

Question 8

​Identify "Yes" or "No" whether the action described is considered a key element when recording a phone message to the patient's chart.
-​Action required (attach to message or chart if available;if not available,state so)

Accepted Answer

Attaching the action required to the message or chart is considered a key element when recording a phone message to a patient's chart. This ensures that any necessary follow-up or action is clearly documented and can be easily accessed by healthcare providers.

Question 9

​Identify "Yes" or "No" whether the action described is considered a key element when recording a phone message to the patient's chart.
-​Report the call on the UOR form

Accepted Answer

Reporting a call on the UOR (Unusual Occurrence Report) form is not a standard procedure for documenting a phone message to a patient's chart. UOR forms are typically used for documenting incidents that deviate from standard operations or patient care, not routine phone messages.

Question 10

​Identify "Yes" or "No" whether the action described is considered a key element when recording a phone message to the patient's chart.
-​Date,time of call,initials of person receiving call

Accepted Answer

Recording the date, time of the call, and the initials of the person receiving the call are key elements when documenting a phone message to a patient's chart for accuracy and accountability.

Question 11

​The THINK technique is one way to keep your attitude in check.Match each letter to the definition of the acronym.
-Is it true?

Accepted Answer

The answer of ​The THINK technique is one way to...

Question 12

​Identify "Yes" or "No" whether the action described is considered a key element when recording a phone message to the patient's chart.
-​Threats received

Accepted Answer

Recording threats received during a phone call is crucial for legal documentation and ensuring the safety and security of healthcare providers and their patients.

Question 13

​Identify "Yes" or "No" whether the action described is considered a key element when recording a phone message to the patient's chart.
-​Your coworkers' comments about the patient

Accepted Answer

Recording coworkers' comments about the patient is not considered a key element when documenting a phone message to the patient's chart. The focus should be on relevant medical information, instructions, and the content of the communication.

Question 14

​Identify "Yes" or "No" whether the action described is considered a key element when recording a phone message to the patient's chart.
-​Negative comments about the patient's attitude

Accepted Answer

Recording negative comments about a patient's attitude is not considered a key element when documenting a phone message in the patient's chart. Documentation should remain objective, focusing on medical facts, instructions, and relevant patient information.

Question 15

​The THINK technique is one way to keep your attitude in check.Match each letter to the definition of the acronym.
-​Is it kind?

Accepted Answer

The THINK technique is an acronym where each letter stands for a question to consider before speaking or acting. The letter "K" stands for "Is it Kind?" This encourages individuals to consider the kindness of their words or actions.

Question 16

​Identify "Yes" or "No" whether the action described is considered a key element when recording a phone message to the patient's chart.
-​If requesting lab or test information (results),attach report to message

Accepted Answer

Attaching lab or test reports to a message ensures that all relevant information is directly linked to the patient's chart, enhancing accuracy and efficiency in patient care documentation.

Question 17

​When responding to a nonemergency phone call and the person needs additional information,it is appropriate to respond:

Accepted Answer

Each option represents a courteous and professional way to handle a situation where additional information is needed. Putting a caller on hold, offering to call back, and confirming contact information are all appropriate steps to ensure the caller's needs are met while managing the situation efficiently.

Question 18

​Identify "Yes" or "No" whether the action described is considered a key element when recording a phone message to the patient's chart.
-​A detailed and accurate message indicating nature of the call

Accepted Answer

A detailed and accurate message indicating the nature of the call is essential for maintaining accurate records and ensuring appropriate follow-up actions can be taken.

Question 19

​The THINK technique is one way to keep your attitude in check.Match each letter to the definition of the acronym.
-​Is it helpful?

Accepted Answer

The letter "H" in the THINK technique stands for "Helpful," which is part of the acronym used to evaluate whether a thought or statement is constructive.

Question 20

​The HEAT technique is one way to keep your attitude in check.Match each letter to the definition of the acronym.
-​Be empathetic

Accepted Answer

The HEAT technique stands for Hear, Empathize, Apologize, and Take action. "Be empathetic" corresponds to the "E" in HEAT, which emphasizes understanding and sharing the feelings of others.

Quiz 22: Telephone Communications

The THINK technique is one way to keep your attitude in check.Match each letter to the definition of the acronym. -Is it necessary?

The THINK technique is one way to keep your attitude in check.Match each letter to the definition of the acronym. -Is it inspiring?

Identify "Yes" or "No" whether the action described is considered a key element when recording a phone message to the patient's chart. -If requesting prescription,include name and phone number of pharmacy,drug name,dosage,last refill date

When a patient calls and asks to speak directly with the provider,never respond by saying:

Identify "Yes" or "No" whether the action described is considered a key element when recording a phone message to the patient's chart. -Caller's full name,spelled correctly,date of birth,M/F

Identify "Yes" or "No" whether the action described is considered a key element when recording a phone message to the patient's chart. -The tone and inflection perceived from the message

Before you transfer a patient's call to another department or office:

Identify "Yes" or "No" whether the action described is considered a key element when recording a phone message to the patient's chart. -Action required (attach to message or chart if available;if not available,state so)

Identify "Yes" or "No" whether the action described is considered a key element when recording a phone message to the patient's chart. -Report the call on the UOR form

Identify "Yes" or "No" whether the action described is considered a key element when recording a phone message to the patient's chart. -Date,time of call,initials of person receiving call

The THINK technique is one way to keep your attitude in check.Match each letter to the definition of the acronym. -Is it true?

Identify "Yes" or "No" whether the action described is considered a key element when recording a phone message to the patient's chart. -Threats received

Identify "Yes" or "No" whether the action described is considered a key element when recording a phone message to the patient's chart. -Your coworkers' comments about the patient

Identify "Yes" or "No" whether the action described is considered a key element when recording a phone message to the patient's chart. -Negative comments about the patient's attitude

The THINK technique is one way to keep your attitude in check.Match each letter to the definition of the acronym. -Is it kind?

Identify "Yes" or "No" whether the action described is considered a key element when recording a phone message to the patient's chart. -If requesting lab or test information (results) ,attach report to message

When responding to a nonemergency phone call and the person needs additional information,it is appropriate to respond:

Identify "Yes" or "No" whether the action described is considered a key element when recording a phone message to the patient's chart. -A detailed and accurate message indicating nature of the call

The THINK technique is one way to keep your attitude in check.Match each letter to the definition of the acronym. -Is it helpful?

The HEAT technique is one way to keep your attitude in check.Match each letter to the definition of the acronym. -Be empathetic

Quiz 22: Telephone Communications

​The THINK technique is one way to keep your attitude in check.Match each letter to the definition of the acronym. -​Is it necessary?

​The THINK technique is one way to keep your attitude in check.Match each letter to the definition of the acronym. -Is it inspiring?

​Identify "Yes" or "No" whether the action described is considered a key element when recording a phone message to the patient's chart. -​If requesting prescription,include name and phone number of pharmacy,drug name,dosage,last refill date

​When a patient calls and asks to speak directly with the provider,never respond by saying:

​Identify "Yes" or "No" whether the action described is considered a key element when recording a phone message to the patient's chart. -​Caller's full name,spelled correctly,date of birth,M/F

​Identify "Yes" or "No" whether the action described is considered a key element when recording a phone message to the patient's chart. -​The tone and inflection perceived from the message

​Before you transfer a patient's call to another department or office:

​Identify "Yes" or "No" whether the action described is considered a key element when recording a phone message to the patient's chart. -​Action required (attach to message or chart if available;if not available,state so)

​Identify "Yes" or "No" whether the action described is considered a key element when recording a phone message to the patient's chart. -​Report the call on the UOR form

​Identify "Yes" or "No" whether the action described is considered a key element when recording a phone message to the patient's chart. -​Date,time of call,initials of person receiving call

​The THINK technique is one way to keep your attitude in check.Match each letter to the definition of the acronym. -Is it true?

​Identify "Yes" or "No" whether the action described is considered a key element when recording a phone message to the patient's chart. -​Threats received

​Identify "Yes" or "No" whether the action described is considered a key element when recording a phone message to the patient's chart. -​Your coworkers' comments about the patient

​Identify "Yes" or "No" whether the action described is considered a key element when recording a phone message to the patient's chart. -​Negative comments about the patient's attitude

​The THINK technique is one way to keep your attitude in check.Match each letter to the definition of the acronym. -​Is it kind?

​Identify "Yes" or "No" whether the action described is considered a key element when recording a phone message to the patient's chart. -​If requesting lab or test information (results) ,attach report to message