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Correct Answer: asking “who is this?” of the person who answers the call
in healthcare settings, professional communication is crucial, especially when it involves telephone interactions. nurse aides often find themselves making or receiving phone calls as part of their duties, and it's important they follow proper telephone etiquette to maintain professionalism and privacy. here’s an explanation of the steps that should be followed, except for one that is not recommended:
**always identifying yourself:** this is a fundamental step in telephone etiquette, particularly in a professional setting like a healthcare facility. when making a call, the nurse aide should identify themselves right away, stating their name and their role or the department they are calling from. this helps establish trust and clarity right from the beginning of the conversation.
**leaving a message if the person is unavailable:** it's common that the intended recipient of the call may not be available. in such cases, leaving a clear, concise message is necessary. the nurse aide should state their name, the purpose of the call briefly, and provide a contact number. it’s important to speak slowly and clearly when leaving a message to ensure the information is understood and recorded correctly.
**not giving more information than is necessary when leaving a message:** when leaving messages, particularly in a healthcare setting, confidentiality is paramount. nurse aides should avoid disclosing any sensitive or private patient information over the phone unless it's to an authorized person who has a legitimate need to know the information for the care of the patient. the message should be limited to the necessary details about the callback request.
**asking “who is this?” of the person who answers the call:** this is the step that should not be followed. asking “who is this?” can come off as unprofessional or insecure. instead, the nurse aide should identify themselves first and then inquire if they could speak to the specific person they are trying to reach. if needed, they can then politely ask the person answering the call how they may direct their call or inquire the name of the person answering, if necessary for clarity.
by adhering to these guidelines, nurse aides can ensure effective and professional communication that respects both the privacy and the time of everyone involved.
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