When You Answer the Phone, You Know Immediately That the Caller

question 18

Multiple Choice

When you answer the phone, you know immediately that the caller is angry. Without identifying herself, the caller begins shouting at you that she had been told that an office visit would cost $79, but her bill was for $135. She says the office is discriminating against her by charging her more than the normal amount. How should you handle this call?

• A) Interrupt the patient and ask for her name
• B) Promise the patient that everything will work out
• C) Listen carefully and acknowledge the patient's anger
• D) Talk down to the patient if she will not listen
• E) Shout that you cannot fix anything until she tells you who she is

Execute culturally sensitive physical assessment techniques.

Develop patient care strategies that incorporate patient preferences and cultural therapies alongside evidenced-based medical treatments.

Understand the concept of the patient's world view and its relevance in healthcare.

Recognize populations at risk of marginalization in healthcare settings.

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Definitions:

Antitrust Laws

Legislation intended to promote competition and prevent monopolies by regulating corporate behaviors and mergers.

Purpose

The reason for which something is done or created or for which something exists.

Oligopoly

A market structure characterized by a small number of large firms dominating the industry, leading to limited competition.

Socially Efficient Quantity

The level of production of a good or service that results in the most beneficial mix of output for society, taking into account all costs and benefits.