what you would do as the Receptionist in each of the following situations: 1. Mr. Anderson...

what you would do as the Receptionist in each of the following situations:

1. Mr. Anderson is usually a relaxed and easy-going individual. This morning, however, he arrives for his appointment and is rather rude to you and the rest of the staff members in the front office. His appointment is at 10:00 and it is 9:30 now. You have one other patient in the Reception Area and none in any examing rooms.What should you do with regards to Mr. Anderson?

2. Travis Smith is four years old and full of energy. He's in the office with his grandmother today. While she sits knitting a blanket Travis is hopping from chair to chair pretending he is Spider Man. It is 1:00 and his appointment is at 1:30. What might you do in this situation?

3. Mr. Sanders is a 90 year old patient who has difficulty hearing. His son has brought him in for a routine check-up. You need to have Mr. Sanders update his information in your system. How should you go about getting the information?

4. Jill Swanson is blind. She arrives for her appointment with her guide dog Samson. What do you do with the dog while Jill is in the office?

5. Donald Carlson recently had a stroke and suffers from dysphasia (difficulty speaking) as a result. He is undergoing occupational therapy to help him re-learn how to do day to day tasks. How do you deal with his communication difficulties in the office?

Solutions

Expert Solution

I am a receptionist so I have all the patients who come to the hospital for me are the same. Mr.Anderson is usually a relaxed and easy going individual. So I will try to explain the situation to him. Initially, calm myself before respond. Keep cool and don't be manipulated by the patient anger.Try to understand the event that triggered the angry outburst. In this situation, I dealing with Mr.Anderson calmfully.Engaging him in conversation is a good way to help ease the tension and assist in de-escalating situation. Always I remember during the conversation is to be empathetic to the patient's situation.
I pay more attention to Travis I smith.I deals with him more calm.sometimes his grand mother can not handle him.so i will try to his appointment more quickly. .
Mr.Sanders is a 90 year old patient who has difficulty hearing.So I collect information from his son.
Jill swanson is blind. So, first I introduce myself. I speak naturally and clearly. I will try to understand her requirements by communicating with her.I would give her more priority. I will give her appointment as soon as possible.
I will patiently listen to him.Always I make me calm and empathize. I will try to motivate and assist him to face his problems.

Nightingale answered 1 year ago

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