A teen patient named Isla seems embarrassed asking about a medication. She speaks quietly and avoids eye contact. What should you do?

Samuel is at the pharmacy and says, “I don’t understand how to take this medication.” What should you do?

A patient, Mia, tells you loudly in the waiting room that she has an STD and wants advice. What should you do FIRST?

Oliver is sitting in the waiting room and quietly crying. What is the BEST approach?

Hannah is a nurse caring for a patient who speaks limited English and keeps misunderstanding her directions. What should Hannah do?

Daniel, an elderly patient, is at the pharmacy and says, “I didn’t catch that. Can you repeat it?” What is the BEST response?

While working in the hospital, you overhear coworkers joking about a patient’s condition in the break room. What should you do?

Harper is working at a clinic when a patient asks a question that Harper does NOT know the answer to. What is the BEST response?

Read each patient scenario and select the BEST response. A patient says, “I’m scared to take this medication. My aunt died from pills.”

Jackson is working at a hospital and a patient gives him their date of birth, but it doesn’t match the record. What should Jackson do?

Abigail, a patient in the hospital, tells her nurse, “I don’t want treatment anymore.”

Charlotte, a patient, keeps interrupting angrily while you talk. What should you do?

Liam’s parent calls the pharmacy and asks about Liam’s medication, but Liam is 18 years old and has not given permission to share this information.

During a routine check-up, Aria rolls her eyes and refuses to make eye contact with you, but says she is “fine.” What should you do?

Benjamin, a patient, complains to the pharmacy staff, “You always mess up my prescriptions.” What is the BEST response?

Emma, a patient at a clinic, quietly whispers to her nurse, “I can’t afford this medication.”

Jackson is starting his shift at the clinic and a patient walks in. What should Jackson say first?

While sitting in the hospital lobby, you notice that Benjamin, a patient, begins yelling at another patient. What should you do?

Anika, a child patient, is scared during her visit to the clinic. What communication works BEST?

During a consultation, Mia isn’t looking at you and keeps scrolling on her phone while you talk. What should you do?

Zoe is assisting a patient who has difficulty hearing. What should Zoe do to help the patient the MOST?

Mia is at the hospital for a check-up. When the nurse asks to verify her identity again, Mia asks why it's necessary.

Grace, a patient at a clinic, refuses to discuss her symptoms with a male staff member due to her cultural beliefs. What is BEST?

Nora is a patient who keeps joking during her appointment to hide her nervousness. What should you do?

While waiting in a hospital lobby, Oliver shares his private health information loudly in public. What do you do?

Rohan is working a long shift at the hospital and feels frustrated and tired. A patient approaches him for help. What must Rohan do?

Benjamin, a patient, asks you to explain something again for the third time. What should you do?

Grace is a healthcare professional interacting with a new patient. What should be her MOST important goal during this interaction?

Evelyn is training a new employee who is struggling to understand a procedure. Which of the following responses from Evelyn demonstrates professional communication?