Reference no: EM133210702

Instruction: Using specific language from your Communication for Health Care Aides, use specific telephone techniques you learned in Chapter 10 Add tips that would be useful when answering the calls below. Include two useful techniques for each scenario and explain why you feel they would be effective. (full responses will receive 1 point each - 2 points per scenario)

Question 1. Our scenario is An angry patient trying to book an follow up appointment after a major gall bladder removal surgery. She is trying to reach the hospital but they put her call on hold for hours and she has serious post surgery abdominal pains, when she walks her stitches hurt. And previous calls gets forwarded to the answering machine for over an hour.

Question 2. 19 college year old student has never had to worry about health insurance or paying healthcare bills before. The patient wants to know why she has received has received a bill for $20 for a recent appointment with the doctor.

Question 3. HCP is working at home care and suddenly, one patient got a silent heart attack and patient is laying down on the couch then HCP calling to 911 then dispatcher will ask information and HCP will act as angry with dispatcher as dispatcher is asking information instead of coming at emergency location.

Question 4. A 25 year old has severe abdominal pain and fever over 102 F. The person is trying to call doctor's office for last half an hour. She is very anxious about hospital services and is very upset.

Question 5. A 60 year old male patient is informed that his critical surgery is being rescheduled for the second time and he is calling the doctor's office to express his anger and disappointment. The HCP picks up the call and tries to understand the situation.

Question 6. One HCP is working at a home care and suddenly, one patient got a silent heart attack. The patient is laying down on the couch and then the HCP calls 911, the 911 dispatcher will ask information to the HCP. As the 911 dispatcher keeps asking questions to the HCP, the HCP gets impatient and became angry. The 911 dispatcher will try to de-escalate the patient.

Question 7. Our scenario is that a patient has been given a medicine whose side effects are vomiting and nauseous and the hcp is not picking up the phone and the patient got angry and when the hcp picks the call the patient starts yelling at the hcp.

Question 8. A person is calling to book an appointment for his wife who is going to give the birth after 2 weeks. He called at the clinic number but due to some reasons he was unable to connect with the clinic that thing makes him angry and dissatisfied with the services. When an HCP picked up his call on the 5th time he started shouting.

Question 9. A 24 year old is prescribed a medication for the first time. The patient is counseled that a potential side effect of the drug is dizziness and vomiting. After taking two doses, the patient fells dizziness and vomits several times. When she calls the doctor's office, the patient screams at the HCP about how angry she is that she called before and a HCP put her on hold and then hung up the call and the doctor has prescribed this awful medication to her, although she told that she had a flight tonight! And now she want a quick solution so that she can catch her flight!

Question 10. A person is calling to get the information from the doctor about immunization form which is required by his college in order to go on his practicums.