Final answer:
A Certified Nursing Assistant should answer the phone professionally and be aware that statistically, only about 4 percent of patients claiming to have the flu actually have it; out of 25 such patients, approximately 1 will truly have the flu.
Step-by-step explanation:
When a Certified Nursing Assistant (CNA) answers the phone at a healthcare agency, they should follow a protocol that ensures professionalism and a positive patient experience.
Given the statistics that out of the patients calling in for the medical advice line claiming to have the flu, only about 4 percent truly have it, it's vital to handle each call with care. In the scenario with 25 patients claiming to have the flu, we can calculate the expected number of patients actually having the flu based on the provided percentage.
If 4 percent of patients truly have the flu, a CNA should be aware that only a small number might be accurately self-diagnosing. When 25 patients call in, we can expect that approximately 1 patient (25 times 0.04) will actually have the flu. It is important for the CNA to take each claim seriously and ensure they provide accurate information and assistance.