ROI
Professionalism and Patient Experience
De-Escalation Strategies
Telephone Etiquette
Conflict Resolution
100
Can minor teens receive treatment like vaccines without a parent present to consent?
What is No
100
You should always give this when you first greet a patient?
What is your name and role
100
What sign of escalating behavior is being shown here
What is pointing or you people
100
You should always answer the phone within this many rings?
What is three
100
This conflict resolution style is a lose-win. A very Yes Maam type of people
What is Accommodation
200
A 15-year-old presents to the office for her appointment without a parent or guardian. What is the proper procedure for gather consent?
What is have the parents give consent to two separate colleagues and document it in the chart.
200
What always tells a story and we must always be mindful of
What is our body language
200
This patient is exhibiting what sign of escalating Behavior
What is pacing
200
Patient calls with Chest Pain, Arm Pain, and Shortness of Breath, who does the person need to speak to?
What is the nurse
200
This conflict style does not wish to engage in the conflict at all.
What is Avoidance
300
A parent of an 18-year-old calls into the office to make an appointment for her daughter, what needs to be on-file for the staff to make this appointment?
What is an up-to-date ROI within the timeframe of the child turning 18.
300
Words such as guy, honey, dude, man or bro should never be used in front of who?
What is a patient
300
This patient is showing which sign of escalating behavior?
What is Clenched Jaw/Fists
300
When answering the phone you should always do this with your voice?
What is smile
300
This conflict style is a win-lose approach
What is Competition
400
When are minor teens treated as adults, what are the parameters Name one
What is the patient is married, a parent, or pregnant.
400
What is a way we can make a patient feel heard and acknowledge their frustration and concern?
What is practicing Empathy
400
This is the type of workplace violence that is the most common in health care and you will find it most likely in the waiting room
What is Customer/Client
400
If you have to place a patient on hold, what length of time should you check back in with the patient and update them?
What is every two-three minutes
400
This conflict style is a Win-Lose/Lose-Win situation and is often just a quick fix.
What is Compromise
500
A Parent calls in regarding a 16 year-old child's STD results and the nurse gives this to the parent. This is an example of what?
What is a violation of the child's HIPPA
500
Unsatisfied customers often get this____by spreading the word about bad service they received
What is even
500
This is available in all clinics and should be pushed when you feel threatened?
What is the panic button
500
A patient calls into the office and requests a refill. You take a phone note regarding the patients request what information should you gather
What is Name, Birthdate, Phone number for call to be returned, medication name, and pharmacy.
500
This Conflict style is a Win-Win approach and is both assertive and cooperative
What is Collaboration