MOA110_W4_Lab
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Fortis Institute, Lawrence Township *
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Feb 20, 2024
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W4 Lab1 Worksheet: Managing Phone Calls and Telephone Technique
Below you will find an example of a patient telephone encounter, with its’ own unique consideration. Answer the questions after the description. Submit the completed Worksheet to your Instructor. Be sure to read all Instructions before answering.
Practice telephone techniques by answering the telephone using the guidelines in Procedure 8.1.
Scenario 1: Document Telephone Messages and Report Relevant Information Concisely and Accurately (Procedure 8.2)
Tasks: To take an accurate telephone message and follow up on the requests made by the caller
.
Norma Washington, DOB 8/1/1944, an established patient of Dr. Martin, has called to report her blood pressure readings that she has been taking at home. Dr. Martin had made a recent change in her medication and wanted her to monitor her BP at home for 3 days and call in with the results. She has taken her blood pressure in the morning and in the evening for the past 3 days, with the following results:
Day 1: 144/92 in the am, 156/94 in the pm
Day 2: 136/84 in the am, 142/86 in the pm
Day 3: 132/80 in the am, 138/82 in the pm
.
1.
Using the information above, create a sample phone message. Be sure to include the following: o
Name of the person to whom the call is directed
o
Name of the person calling
o
Caller’s telephone number
o
Reason for the call
o
Action to be taken
o
Date and time of the call
o
Initials of the person taking the call For
: Dr. Martin
From:
Norma Washington (123)456-7890
Date
: 01/29/2024 @ 3:05pm
Reason
: patient called to report BP readings taken at home
Action required
: inform Dr. Martin that Norma Washington called to report her BP readings as requested by the Dr.
-AB
2.
Why do you wait for the patient to hang up the phone first? What errors could result by
hanging up too early? You let the patient hang up first because if the MA hangs up too early it can come off rude and more importantly you can miss vital information that the patient is trying to tell you.
3.
In addition to giving the message to the intended recipient, where else should a copy of the message be placed? The patient records
Rubric MOA110 Week 4 Lab Rubric
Criteria
Ratings
Pts
Document Telephone Messages and Report Relevant Information Concisely and Accurately (Procedure 8.2)
100 to >90.0 pts
Excellent
Completed
all questions and assignment
tasks accurately.
90 to >80.0 pts
Good
Completed 80% of the questions and assignment
tasks accurately. Reviewed incorrect responses.
80 to >70.0 pts
Satisfactory
Completed 70% of the questions and assignment tasks accurately. Reviewed incorrect responses.
70 to >60.0 pts
Need Improvement
Completed 60% of the questions and assignment tasks accurately. Reviewed incorrect responses.
60 to >0 pts
Not Satisfactory
See your Instructor
100 pt
s
Total Points:
100
Adapted from Kinn’s The Medical Assistant – Study Guide and Procedure Checklist Manual
Elsevier, 2020
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