Telephone Communication in Healthcare Facilities

What is the impact of active listening on telephone communication in a medical office?

• It decreases the efficiency of communication

• It has no impact on communication

• It improves the effectiveness of communication

• It makes communication more confusing

Why is it important to think ahead when managing telephone calls in a medical office?

• To ensure calls are answered quickly and correctly

• To avoid answering calls altogether

• To make the caller wait longer

• To reduce the number of calls received

Which of the following is a benefit of using a headset?

• It can improve your ergonomics and reduce neck strain.

• It can increase your typing speed.

• It can improve your eyesight.

• It can enhance your hearing ability.

Which of the following is a reason why cell phones can present issues in a healthcare facility?

• They are too expensive.

• They can capture confidential information.

• They are difficult to use.

• They have poor battery life.

Which of the following is a key aspect of active listening?

• Multitasking while listening

• Interrupting the speaker

• Being present in the moment

• Forming your response before the speaker finishes

Why is it important not to start forming your response before the person has finished speaking?

• It shows you are not paying attention

• It helps you multitask

• It allows you to focus solely on the conversation

• It makes the conversation shorter

Which of the following is important for clarity in telephone communication?

• Using medical jargon

• Using proper enunciation

• Using a monotone voice

• Speaking quickly

What should you have ready before making a call?

• A list of frequently called numbers

• A pen and pad

• All necessary information

• A list of questions or goals

What must all communication in a healthcare facility maintain?

• Patient confidentiality

• Staff confidentiality

• Public confidentiality

• Visitor confidentiality

What should you do with the first call when you have multiple lines and need to answer a second call?

• Hang up the first call

• Place the first call on hold

• Ignore the second call

• Transfer the first call