MHS: Customer Service JKO 2024

Knowledge Check: Dr. Montana is a newly hired provider who is not familiar........ Which of the following would be appropriate ways for Dr. Montana to handle the upset patient? Choose all that apply.

Speak directly and in private to the front desk staff Apologize to the patient Listen to the patient

Dominque recently mentioned to her mentor that she was frustrated with not having enough control over job-related decisions, a personality conflict with a colleague, and having too many tasks for the time allotted. Each of Dominique's sources of frustration are also known as ______.

Stressors

At the conclusion of his visit, Herman decides to go to the Pharmacy to pick up his new prescription. Entering the Pharmacy, he notices a new kiosk, and asks the Technician for assistance. She waves him to a seat, never taking her eyes off her cell phone. What is wrong with this scenario? (Select all that apply)

The Technician does not acknowledge Herman with eye contact A lack of responsiveness from the Technician The Technician's unwillingness to assist the customer

Monica arrived thirty minutes before her scheduled appointment time. However, construction surrounded the building and blocked off the main parking lot entrances. She didn't see any signs to redirect traffic to other entrances. After driving around the facility for half an hour, Monica was forced to park 15 minutes away from the facility, missing the start of her appointment. What should the front desk clerk do when greeting the patient? (Select all that apply)

Use positive language Show she cares Avoid being argumentative

Sending an email to a patient, completing a medical chart, or composing a report for your team are all examples of which form of communication?

Written

Knowledge Check: After her medical appointment, Maria visited the pharmacy....... How should the nurse have responded to Maria's follow up message? Choose all that apply and then select the submit button.

Apologize for the prescription refill error Acknowledge the issue and provide a solution Confirm the prescription that needs to be filled

Knowledge Check: Joe is in the exam room with his provider explaining his current symptoms: headache, sore throat, runny nose, and muscle aches. As he is talking, he is also pointing to places on his body that hurt. The provider is looking at the computer and not directly at Joe, and Joe is growing frustrated as he doesn't feel that the provider is paying attention to his concerns. What should the provider do to assure Joe that his symptoms and concerns are being heard and recognized? Choose all that apply.

Ask open ended questions Repeat back what Joe has said to him Increase eye contact

Knowledge Check: In the previous scenario, the custodian's willingness to stop and quickly assist the patient demonstrates which BEST principle?

Be Courteous

Natalia recently won the Daisy Program for Nursing Excellence and Safety Star Award and is known in her facility for her infectious smile, and always striving to exceed her patient's expectations. Which of the following BEST principle does Natalia demonstrate in her daily work?

Be courteous

Knowledge Check: You've Been working as a front desk representative........ What can you do to reduce the negative effects of stress? Choose all that apply.

Find methods to relax Seek mentorship Maintain an open communication with your supervisor

Logan always comes to work early, is known to colleagues and patients by his infectious laughter and smile, and always tries to participate in after hour work events. Logan's content and happiness as a provider is a sign of __________.

Job Satisfaction

Recently Chris' colleagues noticed that Chris has become distant at work, is irritable and sometimes moody with patients. Chris' overall shift in behavior can be a sign of _________.

Job Stress

When inviting the patient up to the desk, you notice she is irritable and impatient. Her responses are short and rude. How should you NOT interact with the patient?

Match your tone with her tone

Body language, eye contact, voice tone or inflections, and distance are all examples of which form of communication:

Nonverbal

Knowledge Check: The custodian cleaning the Emergency Department entrance notices a patient limping through the doorway. He stops the patient and asks if she would like assistance. When the patient confirms, he guides her to a nearby chair. He notifies the Emergency Department nurse that the patient will need a wheelchair.

Responsiveness

Match each of the following statements to its corresponding element of customer service.

Responsiveness = a Presentation = b Assurance = c Reliability = d Empathy = e

Julia's provider called her back into the facility to discuss her recent medical results. When Julia was informed of her results, her emotions went quickly from disbelief, to anger. In an attempt to calm Julia down, her provider sat beside her, rather than directly in front of her. This is called the _____ approach.

Side by side

True or False: According to the First Call Resolution Policy, urgent care visits should be scheduled within 24 hours of a call.

True