Question

MA04-2023-OCT/2.1. Discussion

2.1. Discussion
Read the following clinical scenario and respond to the question:
While you are working as a medical assistant, two phone calls come in at the same time: one for an appointment, which you answer
first, and one from a mother who says her child might have swallowed rat poison.
1. How would you handle these calls to be sure the patients get the attention they need?
Instructions for the discussion forums

Answer 1

Answer: Prioritize the call about potential rat poison ingestion and collect necessary information from the mother. Instruct her to contact poison control and follow their instructions. Then, return to the appointment request and proceed accordingly.

Step-by-step explanation:

As a medical assistant, it is important to handle phone calls efficiently to ensure all patients receive the attention they need. In the given scenario, answering the phone call for the child potentially exposed to rat poison should be prioritized over an appointment request. Here's how you can handle the calls:

1. Politely ask the patient requesting an appointment to hold for a moment while you gather important information from the mother regarding the rat poison situation. This shows empathy and ensures prompt attention to the potential emergency.
2. Quickly assess the severity of the situation by asking the mother about her child's condition, symptoms, and the type of rat poison ingested.
3. Based on the information provided, inform the mother to immediately contact poison control and follow their instructions. Additionally, let her know that you will assist her in getting an appointment for her child as soon as possible.
4. Once you have gathered all the necessary information from the mother, return to the patient requesting an appointment and proceed with scheduling.

Learn more about Handling emergency calls in a medical setting