Final answer:
The first step in screening a call at a medical office is to determine the caller's reason for calling. This includes an assessment of symptoms, confirming the patient's identity, and evaluating their state of orientation if necessary.
Step-by-step explanation:
The first step in screening a call for the medical office is to find out the caller's reason for the call. This initial information helps to determine the urgency and the appropriate response. For example, if a patient calls claiming to have the flu, medical staff should ask questions to assess symptoms and decide if those symptoms align more closely with the flu or a common cold. This is crucial as recently reported estimations suggest that only about 4% of those claiming to have the flu actually do. Screening may also involve confirming the patient's identity, their current state of orientation, and reviewing their health records, when necessary, to aid in diagnosis and treatment planning.
Additional steps might include verifying the patient's identity, asking for a brief description of symptoms, and determining if the patient is experiencing an emergency situation. If the conversation raises concerns about the patient's ability to interact or understand reality, further questioning about their awareness of time, place, and personal identity may be required to assess their orientation. Such preliminary assessments guide the need for any immediate actions or additional tests that should be performed.