A patient is frustrated because of a long wait time. How do you respond?

• Explain that the hospital is busy and delays are inevitable.

• Advise them to wait as there's nothing you can do.

• Apologize and offer to check the expected wait time.

• Suggest they speak to the doctor directly about their concern.

A patient's family member is being aggressive towards staff. How would you handle the situation?

• Contact hospital security immediately to remove them.

• Avoid confrontation and let them continue until they calm down.

• Request that they leave and return when they are calmer.

• Calmly ask them to explain their concerns and offer assistance.

What should a unit receptionist do if they receive a call from someone claiming to be a patient's family member asking for confidential information?

• Provide the information after verifying their identity

• Deny the request without further action

• Transfer the call to the patient's doctor

• Explain that you cannot provide information without proper verification and direct them to the appropriate channel

What is the correct procedure for handling a missed appointment?

• Reschedule the appointment and inform the patient of any fees or policies regarding missed appointments

• Ignore the missed appointment

• Charge the patient immediately without rescheduling

• Remove the patient from the system

A family member is asking about a patient's condition, but you don't have the latest information. How would you handle the situation?

• Provide general information based on your previous knowledge.

• Politely inform them that you will check for the latest update and get back to them.

• Direct them to the nurse or doctor for the most accurate information.

• Suggest they wait until the doctor makes their rounds.

A patient is requesting a room change due to a noisy neighbor. How would you assist?

• Explain that room changes are not allowed once assigned.

• Ask them to file a formal complaint to the management.

• Suggest they use earplugs and wait until the neighbor leaves.

• Check room availability and offer a quieter room if possible.

If a patient has an urgent issue but their appointment is scheduled for the next day, what should the receptionist do?

• Ask the patient to wait until their scheduled appointment

• Schedule an emergency appointment or direct them to the appropriate urgent care services

• Cancel the patient's appointment

• Tell the patient to seek care elsewhere

A patient is requesting a copy of their medical records. How would you respond?

• Deny their request until they provide a valid reason.

• Hand over the records to them.

• Direct them to the hospital's legal department for further assistance.

• Explain the legal process for obtaining records and provide the necessary forms.

A patient's family member is asking about hospital billing procedures. How would you respond?

• Suggest they contact the billing department during business hours.

• Briefly explain the billing process and offer to connect them with the billing department.

• Provide a brochure with detailed information and contact details.

• Direct them to the hospital's website where they can find the necessary information.

A patient is requesting a translator. How would you assist?

• Arrange for a hospital-approved translator and inform the patient.

• Ask them to bring a friend or family member who can translate.

• Use a translation app as a temporary solution.

• Advise them to try and communicate without a translator.