Joan answers an incoming phone call only to find out that the caller was calling a different unit. How should Joan facilitate the call transfer?
A)Ask the caller what telephone number he is trying to reach.
B)Ask the caller to "Please hold, an operator will get to you shortly," then go back to unfinished tasks.
C)Refer the call to the nurse on duty. The nurse will transfer the call herself.
D)Tell the caller that you are going to transfer the call and give the phone number in case the call gets disconnected or the line is busy.

Question

Quizplus · Accepted Answer

Tell the caller that you are going to transfer the call and give the phone number in case the call gets disconnected or the line is busy. Nurse aides may have to answer phone calls at the nurses' station or in the clients' rooms. Good communication skills are needed. Giving the phone to the nurse will only delay and may hamper an emergency call. When transferring a call, first find out who is calling, and transfer calls only if appropriate. Respond politely by referring the caller to the operator instead of putting them on hold and eventually putting the phone down.

Joan Answers an Incoming Phone Call Only to Find Out