MD402 - Day 9 - Assignment #6 - Telephone Triage - March 2019
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ASSIGNMENT #6
MD402 – MEDICAL OFFICE PROCEDURES
TO TEACH
TO GUIDE
TO LEARN
Total:
/
20 marks
TELEPHONE TRIAGE
Scenario:
You are the MOA in a busy family practice. The following calls come in to your
office. For each situation, respond in the most appropriate manner. How would you handle each
call?
If it is for your physician, do you put the call through? Do you take a message? Can you
handle the call yourself? Provide a brief explanation for each example.
1.
“Hi, my mother was in to see the doctor yesterday. Ever since then she has been quite
upset. She won’t talk to me about it. I want to know what is going on.”
I will let appointment with the doctor for you
2.
“Hi, this is the nurse from labour and delivery at the hospital. I have one of your doctor’s
patients here, and I believe she is in labour. Could I please speak with the doctor?”
getting patient name? and then transfer to doctor right now
3.
“Hello, I would like to make an appointment to see the doctor. I am having some chest
pain, and find it a bit hard to breathe.”
Sent to hospital
4.
“Hi, this is Mary Sutherland, I have an appointment on Friday afternoon to see the doctor,
but I am not going to be able to make the appointment.”
Cancel appointment and rebook
5.
“Hi, I would like to make an appointment to see the doctor. I had my X-ray done yesterday,
and let me tell you, it was quite an ordeal. First, I had a hard time getting down to the
hospital. Then, I got lost… I’m not sure how that can even happen, but then this really nice
lady offered…”
Phone me back tomorrow
6.
“Hello, this is Ryan calling from Apotex Pharmaceutical. I am the new drug rep who as
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0319/G2/MD402/DAY9
ASSIGNMENT #6
MD402 – MEDICAL OFFICE PROCEDURES
TO TEACH
TO GUIDE
TO LEARN
been assigned to your area.
I would like to drop in later this week with some samples and
to meet with your doctors.”
Booking an appointment
7.
“Hi, I am wanting to have my prescription for Valium refilled by the doctor. Could he just
phone it in to my pharmacy?”
Booking an appointment
8.
“Hi, this is Karen Olson, my son Ben has a sore throat, can you get the doctor to call in a
prescription for antibiotics?”
Booking an appointment
9.
“Hi, this is Samantha calling from the ICU, I need to speak with the doctor regarding
urgent orders for one of his patients that was admitted this afternoon.”
Transfer call to doctor
10. “I have been trying to get through to you for over an hour. What is wrong with you people?
Do you leave the telephone off the hook? Don’t you realize that there are sick people
wanting to get in touch with you? Can’t you afford another telephone line? This is
ridiculous!”
Apologize for inconvenient and give available appointment to him/her
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ASSIGNMENT #6
MD402 – MEDICAL OFFICE PROCEDURES
TO TEACH
TO GUIDE
TO LEARN
MARKING GUIDE
CONTENT
GRADE
Message #1
/2
Comments:
Message #2
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Message #3
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Message #4
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Message #5
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Message #6
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Message #7
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Message #8
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Comments:
Message #9
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Comments:
Message #10
/2
Comments:
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ASSIGNMENT #6
MD402 – MEDICAL OFFICE PROCEDURES
TO TEACH
TO GUIDE
TO LEARN
TOTAL:
/20
SPROTT SHAW COLLEGE
Page 4 of 4
0319/G2/MD402/DAY9