Telephone Triage: Master the Art of Phone Call Screening

Question 1

In telephone triage, which communication method is crucial for obtaining thorough and precise patient information?

Accepted Answer

Asking open-ended questions

Answer

Interrupting patients frequently

Answer

Maintaining a distant and impersonal attitude

Answer

Using only closed-ended questions

Question 2

Which of the following is a key principle of telephone triage?

Accepted Answer

Assessment based on symptoms

Answer

Providing definitive diagnoses

Answer

Ignoring patient concerns

Answer

Following the patient's every request

Question 3

What is the primary responsibility of a medical assistant performing telephone triage?

Accepted Answer

Assessing symptoms and providing medical advice

Answer

Scheduling appointments solely

Answer

Diagnosing medical conditions

Answer

Prescribing medications

Question 4

Which type of question is most effective for eliciting detailed information during telephone triage?

Accepted Answer

Open-ended question

Answer

Closed-ended question

Answer

Rhetorical question

Answer

Leading question

Question 5

What is the initial step in the telephone triage process?

Accepted Answer

Greeting the caller and identifying their reason for calling

Answer

Scheduling an appointment

Answer

Assessing symptoms

Question 6

Which of the following is considered an urgent symptom that requires immediate medical attention?

Accepted Answer

Chest pain

Answer

Fatigue

Answer

Nausea

Answer

Headache

Question 7

What is the recommended method of documenting a telephone triage call?

Accepted Answer

Writing a summary in the patient's medical record

Answer

Sending a text message with the details

Answer

Not documenting the call

Answer

Emailing the caller a summary

Question 8

Which of the following is an ethical consideration in telephone triage?

Accepted Answer

Maintaining patient privacy and confidentiality

Answer

Giving false information

Answer

Ignoring patient preferences

Answer

Discriminating against patients

Question 9

What is the role of the medical assistant in following up after a telephone triage call?

Accepted Answer

Contacting the patient to check on their condition and provide further guidance

Answer

Assuming full responsibility for the patient's ongoing care

Answer

Scheduling all future appointments

Answer

Diagnosing the patient's condition

Question 10

Which of the following is NOT a benefit of telephone triage?

Accepted Answer

Eliminating the need for in-person visits in all cases

Answer

Providing timely medical advice

Answer

Improving patient satisfaction

Answer

Reducing healthcare costs

Question 11

What is the primary purpose of using a standardized triage protocol?

Accepted Answer

To ensure consistency, accuracy, and objectivity in patient assessments

Answer

To guarantee correct diagnoses

Answer

To allow medical assistants to diagnose all conditions

Answer

To eliminate the need for medical knowledge

Question 12

What is the primary purpose of telephone triage?

Accepted Answer

To determine the appropriate level of care for callers

Answer

To provide definitive diagnoses and treatment plans

Answer

To offer emotional support to callers

Question 13

Which of the following is a crucial communication skill for effective telephone triage?

Accepted Answer

Active listening

Answer

Rapid speech

Answer

Interrupting callers

Answer

Using complex medical jargon

Question 14

What essential information is typically collected during telephone triage?

Accepted Answer

Chief complaint, vital signs (if possible), and relevant medical history

Answer

Bank account number

Answer

Marital status

Answer

Favorite color

Question 15

Which of the following symptoms may indicate a life-threatening emergency?

Accepted Answer

Sudden onset chest pain

Answer

Mild headache

Answer

Nausea and vomiting

Answer

Runny nose

Question 16

What is the appropriate action when a caller reports a life-threatening emergency?

Accepted Answer

Dispatch emergency medical services immediately

Answer

Schedule an appointment for a later time

Answer

Tell the caller to call back if the situation worsens

Answer

Offer over-the-phone medical advice

Question 17

Which of the following is an ethical concern in telephone triage?

Accepted Answer

Breach of patient confidentiality

Answer

Using inappropriate language

Answer

Billing patients for services

Answer

Taking breaks during shifts

Question 18

How should you respond if a caller becomes irate or verbally abusive?

Accepted Answer

Remain calm and professional, and attempt to de-escalate the situation

Answer

Hang up the phone on them

Answer

Argue back and try to win the argument

Question 19

What is the primary role of a triage nurse?

Accepted Answer

To conduct a comprehensive assessment, make triage decisions, and provide instructions to callers

Answer

To schedule appointments

Answer

To diagnose illnesses over the phone

Question 20

What is a crucial element of documentation in telephone triage?

Accepted Answer

Accurate recording of the caller's symptoms, triage level, instructions given, and any follow-up steps

Answer

Noting only the time of the call

Answer

Including only the caller's name and contact information

Question 21

Which of the following is a crucial principle in effective telephone triage?

Accepted Answer

Active listening and empathy

Answer

Interrupting the patient repeatedly

Answer

Dismissing non-urgent calls

Answer

Rushing the patient through the call

Question 22

During the initial screening of a patient over the phone, it is essential to:

Accepted Answer

Gather a thorough medical history, including past medical conditions and allergies

Answer

Dismiss the patient's concerns if they appear minor

Answer

Provide an immediate diagnosis without further assessment

Answer

Offer reassurance without evaluating the patient's symptoms

Question 23

When scheduling an appointment for a patient during telephone triage, it is crucial to:

Accepted Answer

Confirm the patient's availability, insurance information, and preferred healthcare provider

Answer

Schedule appointments exclusively for the next day

Answer

Prioritize appointments based on the patient's personal preferences

Question 24

An essential ethical consideration in telephone triage is:

Accepted Answer

Maintaining patient confidentiality and protecting their privacy

Answer

Sharing patient information with family members or friends without consent

Answer

Prioritizing wealthy patients for appointments

Answer

Ignoring patients who are rude or demanding

Question 25

The primary purpose of telephone triage is to:

Accepted Answer

Determine the urgency and severity of a patient's condition

Answer

Handle all patient inquiries without the need for further assistance

Answer

Provide definitive medical diagnoses

Answer

Replace face-to-face patient visits entirely

Question 26

When documenting a telephone triage encounter, it is important to include:

Accepted Answer

The patient's symptoms, past medical history, triage decision, and any relevant medical advice provided

Answer

Only the patient's name and contact information

Answer

The medical assistant's personal opinions

Question 27

What is the primary role of the medical assistant in telephone triage?

Accepted Answer

To act as a liaison between the patient and the healthcare provider, facilitating communication and providing support

Answer

To independently make medical decisions

Answer

To perform medical procedures over the phone

Question 28

A patient calls in with a sudden onset of crushing chest pain and shortness of breath. What is your most appropriate action as the medical assistant?

Accepted Answer

Immediately transfer the call to the physician or nurse.

Answer

Tell the patient to come into the clinic as soon as possible.

Answer

Ask the patient to take an over-the-counter pain reliever.

Question 29

A patient calls requesting a refill for their prescription for a controlled substance. They are out of medication and experiencing withdrawal symptoms. What is the most appropriate course of action?

Accepted Answer

Transfer the call to the physician for approval.

Answer

Refill the prescription immediately.

Answer

Advise the patient to go to the pharmacy and speak to the pharmacist.

Question 30

When obtaining a patient's medical history over the phone, which of the following questions is least relevant?

Accepted Answer

What is your social security number?

Answer

What medications are you currently taking?

Answer

Do you have any allergies?

Answer

Have you experienced any recent changes in your health?

Question 31

A patient calls complaining of a persistent cough and fever. They mention that they recently traveled to a region with a known outbreak of a contagious respiratory illness. How should the medical assistant respond?

Accepted Answer

Alert the physician immediately and follow the facility's protocol for infectious disease reporting.

Answer

Advise the patient to rest and drink fluids.

Answer

Schedule the patient for an appointment with the physician.

Question 32

Which of the following is NOT a component of effective telephone triage communication?

Accepted Answer

Using technical jargon to simplify medical information.

Answer

Empathetically responding to the patient's emotions.

Answer

Clearly explaining instructions and next steps.

Answer

Active listening to understand the patient's concerns.

Question 33

A patient calls complaining of a severe headache, stiff neck, fever, and sensitivity to light. What is the most likely medical concern based on these symptoms?

Accepted Answer

Meningitis

Answer

Tension headache

Answer

Migraine

Answer

Sinusitis

Question 34

A patient for whom you are scheduling an appointment is not currently a patient at the clinic. How should you proceed?

Accepted Answer

Explain the process for new patients and schedule an appointment if appropriate.

Answer

Tell the patient they cannot schedule an appointment until they become a new patient.

Answer

Advise the patient to find another clinic.

Question 35

What is the primary purpose of documenting telephone triage calls?

Accepted Answer

To provide a comprehensive record of patient interactions and medical advice.

Answer

To satisfy legal requirements for medical records.

Answer

To ensure that the patient is billed for the phone call.

Question 36

A patient calls and asks for the results of their recent blood test. What should you do?

Accepted Answer

Explain that you are not authorized to release medical results and refer the patient to the physician.

Answer

Provide the patient with the results over the phone.

Question 37

A patient calls complaining of abdominal pain and vomiting. They also mention a history of irritable bowel syndrome. How should you prioritize this call?

Accepted Answer

Assess the severity of symptoms and consider the possibility of a more serious condition.

Answer

Immediately transfer the call to the physician.

Answer

Advise the patient to take an over-the-counter antacid.