MHS: Customer Service JKO || Guaranteed Grade
Booster: A+ Verified Exam Questions!!
Knowledge Check: 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 nearby chair. He notifies the
Emergency Department nurse that the patient will need a wheelchair. correct answers
Responsiveness
Knowledge Check: In the previous scenario, the custodian's willingness to stop and quickly
assist the patient demonstrates which BEST principle? correct answers Be Courteous
Knowledge Check: Joe is in the exam room with his provider explaining his 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 Ask open ended questions
Repeat back what Joe has said to him
Increase eye contact
Knowledge Check: After her medical appointment, Maria visited the pharmacy.......
How should the nurse have responded to Maria's follow up message? Choose all that apply
and then select the submit button. correct answers Apologize for the prescription refill error
Acknowledge the issue and provide a solution
Confirm the prescription that needs to be filled
Knowledge Check: Dr. Montana is a newly hired provider who is not familiar........
Which of the following would be appropriate ways for Dr. Montana to handle the upset
patient? Choose all that apply. correct answers Speak directly and in private to the front desk
staff
Apologize to the patient
Listen to the patient
Knowledge Check: You've Been working as a front desk representative........
What can you do to reduce the negative effects of stress? Choose all that apply. correct
answers Find methods to relax
Seek mentorship
Maintain an open communication with your supervisor
Natalia recently won the Daisy Program for Nursing Excellence and Safety Star Award and is
known in her facility for her infectious smile, and always striving to exceed her patient's
expectations. Which of the following BEST principle does Natalia demonstrate in her daily
work? correct answers Be courteous
Sending an email to a patient, completing a medical chart, or composing a report for your
team are all examples of which form of communication? correct answers Written
Booster: A+ Verified Exam Questions!!
Knowledge Check: 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 nearby chair. He notifies the
Emergency Department nurse that the patient will need a wheelchair. correct answers
Responsiveness
Knowledge Check: In the previous scenario, the custodian's willingness to stop and quickly
assist the patient demonstrates which BEST principle? correct answers Be Courteous
Knowledge Check: Joe is in the exam room with his provider explaining his 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 Ask open ended questions
Repeat back what Joe has said to him
Increase eye contact
Knowledge Check: After her medical appointment, Maria visited the pharmacy.......
How should the nurse have responded to Maria's follow up message? Choose all that apply
and then select the submit button. correct answers Apologize for the prescription refill error
Acknowledge the issue and provide a solution
Confirm the prescription that needs to be filled
Knowledge Check: Dr. Montana is a newly hired provider who is not familiar........
Which of the following would be appropriate ways for Dr. Montana to handle the upset
patient? Choose all that apply. correct answers Speak directly and in private to the front desk
staff
Apologize to the patient
Listen to the patient
Knowledge Check: You've Been working as a front desk representative........
What can you do to reduce the negative effects of stress? Choose all that apply. correct
answers Find methods to relax
Seek mentorship
Maintain an open communication with your supervisor
Natalia recently won the Daisy Program for Nursing Excellence and Safety Star Award and is
known in her facility for her infectious smile, and always striving to exceed her patient's
expectations. Which of the following BEST principle does Natalia demonstrate in her daily
work? correct answers Be courteous
Sending an email to a patient, completing a medical chart, or composing a report for your
team are all examples of which form of communication? correct answers Written
