Question

When communicating on the telephone with a patient, which of the following actions by a MA demonstrates the use of appropriate technique for outgoing calls?

1) placing the patient on hold when accessing information
2) speaking with an unchanging pitch
3) holding the receiver a minimum of 5 cm (2 in) from the mouth
4) allowing the patient to be the one to end the call

Answer 1

An MA demonstrates appropriate telephone technique by placing the patient on hold to access information, holding the receiver at a correct distance, and allowing the patient to end the call.

Step-by-step explanation:

When a Medical Assistant (MA) is making outgoing calls to patients, it is important to use proper telephone communication techniques. An appropriate action would be to place the patient on hold when accessing information, as this allows the MA to gather necessary details without leaving awkward silences or conveying misinformation. It is also advised to hold the receiver a minimum of 5 cm (2 in) from the mouth to ensure clear audio quality without distortion or excessive volume. Additionally, using respectful language, avoiding a monotone pitch, and allowing the patient to be the one to end the call are also components of professional telephone etiquette. It's essential to incorporate safety measures like using hands-free devices to reduce radiation and keeping the mobile phone away from the body. While unrelated to telephone etiquette, these practices contribute to overall communication safety and health.