MHS: Customer Service (1 hr) - Mini Mastery Test:
Score High Fast!!
After her medical appointment, Maria visited the pharmacy ... etc...
How should the nurse have responded to Maria's follow up message? Choose all that apply
correct answers A,B, & C
A. Apologize for the prescription refill error
B. Acknowledge the issue and provide a solution
C. Confirm the prescription that needs to be filled
The custodian cleaning the emergency department entrance notices a patient limping through
the doorway. He stops the patient and asks if she would like assistance. When the patient
confirms, he guides her to a neraby chair. He notifies the Emergency Department nurse that
the patient will need a wheelchair.
Which element of customer service is most evident in this scenario? correct answers
Responsiveness
In the previous scenario, the custodians willingness to stop and quickly assist the patient
demonstrates which BEST principle? correct answers Be Courteous
Joe is in the exam room with his provider explaining his current current symptoms; headache,
sore throat, runny nose, and muscle aches. As he is talking, he is also pointing to places on
his body that hurt. The provider is looking at the computer and not directly at Joe, and Joe is
growing frustrated as he doesn't feel that the provider is paying attention to his concerns.
What should the provider do to assure Joe that his symptoms and concerns are being heard
and recognized? Choose all that apply. correct answers A,B, & D
A. Ask open-ended questions
B. Repeat back what Joe has said to him
D. Increase eye contact
Dr. Montana is a newly hired provider who is not familiar with the operating environment of
the Military Treatment Facility. During her second week on the job, she is treating a patient
who is extremely upset about the front desk staff's unprofessional conversation, which he
overheard while waiting to see Dr. Montana.
Which of the following would be appropriate ways for Dr. Montana to handle the upset
patient? Choose all the apply correct answers A,B, & C
A. Speak directly and in private to the front desk staff
B. Apologize to the patient
C. Listen to the patient
You've been working as a front desk representative for almost a full year. You've noticed that
you are having a hard time getting to work on time, you are grumpy, and have had a hard
Score High Fast!!
After her medical appointment, Maria visited the pharmacy ... etc...
How should the nurse have responded to Maria's follow up message? Choose all that apply
correct answers A,B, & C
A. Apologize for the prescription refill error
B. Acknowledge the issue and provide a solution
C. Confirm the prescription that needs to be filled
The custodian cleaning the emergency department entrance notices a patient limping through
the doorway. He stops the patient and asks if she would like assistance. When the patient
confirms, he guides her to a neraby chair. He notifies the Emergency Department nurse that
the patient will need a wheelchair.
Which element of customer service is most evident in this scenario? correct answers
Responsiveness
In the previous scenario, the custodians willingness to stop and quickly assist the patient
demonstrates which BEST principle? correct answers Be Courteous
Joe is in the exam room with his provider explaining his current current symptoms; headache,
sore throat, runny nose, and muscle aches. As he is talking, he is also pointing to places on
his body that hurt. The provider is looking at the computer and not directly at Joe, and Joe is
growing frustrated as he doesn't feel that the provider is paying attention to his concerns.
What should the provider do to assure Joe that his symptoms and concerns are being heard
and recognized? Choose all that apply. correct answers A,B, & D
A. Ask open-ended questions
B. Repeat back what Joe has said to him
D. Increase eye contact
Dr. Montana is a newly hired provider who is not familiar with the operating environment of
the Military Treatment Facility. During her second week on the job, she is treating a patient
who is extremely upset about the front desk staff's unprofessional conversation, which he
overheard while waiting to see Dr. Montana.
Which of the following would be appropriate ways for Dr. Montana to handle the upset
patient? Choose all the apply correct answers A,B, & C
A. Speak directly and in private to the front desk staff
B. Apologize to the patient
C. Listen to the patient
You've been working as a front desk representative for almost a full year. You've noticed that
you are having a hard time getting to work on time, you are grumpy, and have had a hard
