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Scenario 1

Alex, the clinical medical assistant, answers the telephone for the receptionist, who is busy, and
encounters a patient who is very upset and anxious. The patient quickly informs Alex that her
three-year-old daughter has fallen and is bleeding badly. The patient tells Alex her name and
phone number but hangs up before Alex can find anything to write with or record the message
on.
1. How should Alex handle this situation?
2. How can Alex ensure that this will not happen again?
3. What should Alex do before answering the telephone the next time?
Scenario 2
Several of the telephone lines are ringing at once, and you are already on the line with one
patient who needs to have an important question answered immediately.
1. What should you do about answering the other lines?
2. Should you continue to talk with the first caller and let the other lines ring?
3. What device could help in this situation?

1 answer

Scenario 1

  1. How should Alex handle this situation?

    • Alex should remain calm and empathetic, acknowledging the patient's distress. Since the call was abruptly ended, Alex should immediately inform the receptionist or the supervising medical professional about the call and the urgent situation with the child. Following that, Alex should attempt to contact the patient again using the phone number provided, explaining that she is trying to offer assistance and gather necessary information.

  2. How can Alex ensure that this will not happen again?

    • Alex should advocate for better call handling procedures that include having a notepad or digital device readily available near the phone. Additionally, they could reinforce a protocol for incoming emergency calls, ensuring that staff members are trained to handle emotional patients effectively and that they have tools on hand to capture important information quickly.

  3. What should Alex do before answering the telephone the next time?

    • Before answering the telephone, Alex should ensure that she has a notepad and pen (or a digital device) ready to take notes. She could also review any emergency protocols in place for handling urgent situations and consider keeping an emergency contact list or information about local emergency services accessible at the front desk.

Scenario 2

  1. What should you do about answering the other lines?

    • If the situation allows for it and the call waiting system is in place, Alex should put the current caller on hold briefly to answer the other lines. If the first caller is requiring urgent assistance, she might need to indicate that she will call back or ask if it is acceptable to place them on hold while addressing the other calls briefly.

  2. Should you continue to talk with the first caller and let the other lines ring?

    • If the first caller’s issue is urgent and cannot wait, Alex should prioritize helping that caller. However, she should let the other lines ring momentarily, as it is important to address urgent matters without neglecting other callers. Ideally, she should inform the first caller that she has other calls waiting and she will need to address them shortly; if they can hold for a moment, that would be best.

  3. What device could help in this situation?

    • A multi-line phone system with call-waiting features or a headset with a quick-access switching feature could greatly assist in managing multiple calls. Additionally, a call management system or software that allows for tracking and efficiently managing incoming calls could streamline this process and minimize the chance of missing important communications.