KMC accepts telephone calls between 9:00 and

KMC accepts telephone calls between 9:00 and 10:30 am from patients seeking appointments slots that may be available for the day. It is 9:20 am now and the call volume is exceedingly large. You are responsible for five telephone lines; three have patients currently holding on the line to speak with you and the other two are ringing. The clinic would like you to answer the telephones, if possible, before the fourth ring to verify that there are no patients with emergencies or other physician’s offices calling. It is 9:30 am and you have three patients on hold. You are currently speaking to a patient who is experiencing “a tingling feeling all over” and her “mind feels cloudy and confused.” You have determined that two of the callers on hold are patients seeking appointments with Dr. Greggs and the other caller is requesting to speak with Dr. Bledsoe about some laboratory results. How would you respond to the patient currently on the telephone with you? Should you gather more information from her? Of so, what type of information? Does she need an emergency appointment at the clinic, or should she be referred to the emergency room? After checking the physician schedule, you return to the caller who is requesting to speak to Dr. Bledsoe and inform him that the physician is not in until 1 pm. The patient would like to leave a message for Dr. Bledsoe. What type of information should you ask the patient when taking a message? There is only one available appointment left for the day with Dr. Greggs. How do you determine which patient should be scheduled today with Dr. Greggs? Should you schedule one of the patients with another physician? SCIENCE HEALTH SCIENCE NURSING AHLT 252

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