What should you do if you are unsure what the patient needs?

What should you do if you are unsure what the patient needs?

• A. Transfer immediately
• B. End call
• C. Put patient on hold forever
• D. Ask someone else and PARK the call

Answer: (D)

When you’re unsure what the patient needs, the best approach is to bring in someone with the right expertise and park the call. Asking a more experienced colleague or supervisor ensures you don’t guess and potentially provide wrong information. Parking the call keeps the connection open without abandoning the patient, so the right person can take over or follow up promptly. Transferring immediately risks routing the call without clarity on the patient’s needs, ending the call leaves the patient without help, and putting someone on hold indefinitely is not appropriate or acceptable.

When you’re unsure what the patient needs, the best approach is to bring in someone with the right expertise and park the call. Asking a more experienced colleague or supervisor ensures you don’t guess and potentially provide wrong information. Parking the call keeps the connection open without abandoning the patient, so the right person can take over or follow up promptly.

Transferring immediately risks routing the call without clarity on the patient’s needs, ending the call leaves the patient without help, and putting someone on hold indefinitely is not appropriate or acceptable.