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Rapport and safety basics

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Joel Almonacid

Australia

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Customer Service


Customer ServiceVersion en ligne Rapport and safety basics par Joel Almonacid 1 1. What is the first step in establishing rapport? a Offer discount b Ask for payment c Smile and greet professionally d Provide policy 2 2. Active listening includes: a Paraphrasing b Interrupting c Ignoring emotions d Multitasking 3 3. When should you escalate an issue? a Always b After arguing c Never d When unsure of policy 4 4. Feedback must be: a Ignored b Recorded accurately c Shared publicly d Deleted 5 5. When confirming patient identity, you should ask: a Their test result b Full name and date of birth c Their Medicare balance d Their favourite colour 6 6. A closed question is best used when: a Avoiding documentation b Building long conversation c Verifying specific information d Exploring feelings 7 7. An open question encourages: a Arguments b Yes/No answers c Silence d Detailed responses 8 8. Clarifying questions are used to: a Challenge the patient b Confirm understanding c Delay procedures d Correct the doctor 9 9. Professional boundaries require you to: a Maintain role limits b Share personal opinions c Discuss other patients d Accept gifts 10 10. If a patient becomes aggressive, you should first: a Walk away immediately b Raise your voice c Stay calm and acknowledge feelings d Argue your point 11 11. Confidentiality means: a Posting on social media b Sharing results with family c Discussing cases publicly d Protecting patient information 12 12. Person-centred care focuses on: a Patient preferences and needs b Staff convenience c Policies only d Speed only 13 13. When explaining a procedure, you should: a Speak quickly b Use complex medical jargon c Use clear, simple language d Skip explanations 14 14. If a patient refuses ID verification, you should: a Follow organisational procedure b Ignore policy c Proceed anyway d Argue 15 15. Empathy is demonstrated by: a Ignoring emotions b Changing the topic c Saying “Calm down” d Acknowledging how the person feels 16 16. If you make a documentation error, you should: a Leave it b Blame someone else c Erase it secretly d Correct it according to policy 17 17. Escalation may be required when: a The test is routine b You are bored c A patient says thank you d There is risk to safety 18 18. De-escalation techniques include: a Walking off mid-conversation b Dismissing concerns c Calm tone and active listening d Threatening 19 19. When a patient complains about waiting time, you should: a Ignore them b Say “That’s not my problem” c Acknowledge and explain the delay d Argue 20 20. Non-verbal communication includes: a Email b Documentation c Tone of voice d Policies 21 21. Before venepuncture, you must obtain: a Verbal consent b Social media details c Payment d A witness signature 22 22. A leading question is problematic because it: a Encourages honesty b Improves safety c Suggests the answer d Builds rapport 23 23. When should you use clarifying questions? a When rushing b Never c When confused about information d When ending conversation 24 24. Professional tone should be: a Defensive b Loud c Sarcastic d Calm and respectful 25 25. If a family member asks for results without consent, you should: a Provide them b Ignore them c Refuse politely and explain privacy rules d Guess results 26 26. Documentation should be completed: a Immediately and accurately b Only if serious c Later if remembered d By someone else 27 27. When managing conflict, you should avoid: a Blaming language b Listening c Empathy d Clarifying 28 28. A supportive statement might be: a We’ll work through this together. b Hurry up. c You’re wrong. d That’s not my issue. 29 29. Good customer service includes: a Speaking abruptly b Eye contact c Ignoring queues d Avoiding explanation 30 30. Scope of practice refers to: a Clinic hours b Payment systems c Personal interests d Role responsibilities and limits 31 31. When should you apologise? a Never b When patient expresses dissatisfaction c When blamed d Only if serious harm occurs 32 32. Clear communication reduces: a Professionalism b Documentation c Trust d Errors 33 33. If you do not know the answer to a question, you should: a Guess b Check policy or ask supervisor c Change topic d Ignore 34 34. Effective questioning in pathology improves: a Patient safety b Billing c Risk of error d Waiting time 35 35. When prioritising urgent cases, you should: a Hide the reason b Explain professionally c Argue with patients d Ignore complaints 36 36. Maintaining confidentiality builds: a Trust b Delay c Gossip d Conflict 37 37. A respectful closing statement is: a That’s it. b Next. c Is there anything else I can assist you with? d Go. 38 38. Active listening requires: a Interrupting b Writing emails c Looking at phone d Eye contact and nodding 39 39. When giving instructions, you should: a Speak vaguely b Rush c Avoid questions d Use simple and clear steps 40 40. Exceeding patient expectations may include: a Avoiding explanation b Ignoring fear c Rushing the procedure d Personalised reassurance

Customer Service

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Customer ServiceVersion en ligne

par Joel Almonacid

1. What is the first step in establishing rapport?

2. Active listening includes:

3. When should you escalate an issue?

4. Feedback must be:

5. When confirming patient identity, you should ask:

6. A closed question is best used when:

7. An open question encourages:

8. Clarifying questions are used to:

9. Professional boundaries require you to:

10. If a patient becomes aggressive, you should first:

11. Confidentiality means:

12. Person-centred care focuses on:

13. When explaining a procedure, you should:

14. If a patient refuses ID verification, you should:

15. Empathy is demonstrated by:

16. If you make a documentation error, you should:

17. Escalation may be required when:

18. De-escalation techniques include:

19. When a patient complains about waiting time, you should:

20. Non-verbal communication includes:

21. Before venepuncture, you must obtain:

22. A leading question is problematic because it:

23. When should you use clarifying questions?

24. Professional tone should be:

25. If a family member asks for results without consent, you should:

26. Documentation should be completed:

27. When managing conflict, you should avoid:

28. A supportive statement might be:

29. Good customer service includes:

30. Scope of practice refers to:

31. When should you apologise?

32. Clear communication reduces:

33. If you do not know the answer to a question, you should:

34. Effective questioning in pathology improves:

35. When prioritising urgent cases, you should:

36. Maintaining confidentiality builds:

37. A respectful closing statement is:

38. Active listening requires:

39. When giving instructions, you should:

40. Exceeding patient expectations may include: