Question

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

Option 1: Speak rapidly to convey urgency.
Option 2: Share personal information for a friendly tone.
Option 3: Identify the caller and the medical assistant.
Option 4: Avoid repeating important information.

Answer 1

Option 3: Identify the caller and the medical assistant.

This practice ensures transparency, professionalism, and fosters a positive patient experience during outgoing calls.

Step-by-step explanation:

Identifying the caller and the medical assistant is a fundamental aspect of appropriate telephone technique for outgoing calls. When initiating a call, the medical assistant should start by introducing themselves to the caller, providing their name and the medical facility they represent. This establishes clarity and professionalism in the communication process.

Including identification serves several purposes. Firstly, it ensures transparency and authenticity, reassuring the caller about the legitimacy of the call. Secondly, it sets the tone for a respectful and professional conversation. Additionally, it helps in building a rapport, as the caller knows who they are speaking with and can address the medical assistant by name.

Effective communication over the phone is vital for patient interactions, and proper identification is a key element in creating a positive experience. It contributes to the overall impression of the medical facility and fosters a sense of trust between the patient and the healthcare provider.