Explain the mistakes the receptionist made during the call

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Reference no: EM133664536

Assignment:

"1. Read: Discussion Background

Alice Jameson is a 69-year-old who has been suffering from flu-like symptoms for several days. She calls her primary care provider to make an appointment. The conversation went as follows:

Receptionist: "Mid-Town Medical Clinic, this is Marianne; please hold."

After a 2- to 3-minute wait, the receptionist comes back on the line.

Receptionist: "Thank you for holding. Can I help you?"

Patient: "This is Alice Jameson. I am feeling terrible. I think I have the flu. But I shouldn't have the flu; I got the flu shot last fall. Can I see my doctor?"

Receptionist: "Alice, we are so busy with flu patients, I don't have an opening until day after tomorrow. Can you come at 3:30 in the afternoon?"

After a brief pause, Alice responds, hesitantly.

Patient: "No, I don't think so. If I don't get better, I guess I'll go to my neighborhood emergency care clinic."

Receptionist: "Okay. Bye."

The receptionist at Mid-Town Medical Clinic does not learn that Alice has had a fever of 101 degrees for 2 days and does not recall that she had surgery to place an artificial heart valve just 8 months ago until after the call was ended.''

''2. Initial Post: Create a new thread and answer all three parts of the initial prompt below

Explain the mistakes the receptionist made during the call.
Describe the possible consequences of the mistakes made by the receptionist.
Explain a resolution for this situation."

Reference no: EM133664536

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