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Alice Jameson is a 69-year-old who has been suffering from flu-like symptoms for several days. She calls her primary care provider to make an appointment. The conversation went as follows:
Receptionist:Â “Mid-Town Medical Clinic, this is Marianne; please hold.”
After a 2- to 3-minute wait, the receptionist comes back on the line.
Receptionist:Â “Thank you for holding. Can I help you?”
Patient:Â “This is Alice Jameson. I am feeling terrible. I think I have the flu. But I shouldn’t have the flu; I got the flu shot last fall. Can I see my doctor?”
Receptionist:Â “Alice, we are so busy with flu patients, I don’t have an opening until day after tomorrow. Can you come at 3:30 in the afternoon?”
After a brief pause, Alice responds, hesitantly.
Patient:Â “No, I don’t think so. If I don’t get better, I guess I’ll go to my neighborhood emergency care clinic.”
Receptionist:Â “Okay. Bye.”
The receptionist at Mid-Town Medical Clinic does not learn that Alice has had a fever of 101 degrees for 2 days and does not recall that she had surgery to place an artificial heart valve just 8 months ago until after the call was ended.
Explain the mistakes the receptionist made during the call.
Describe the possible consequences of the mistakes made by the receptionist.
Explain a resolution to this situation.
SCIENCE
HEALTH SCIENCE
NURSING
ME1000: INTRODUCTION TO HEALTHCARE COMMUNICATION (6-25-2018) SE 1000
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