Question

1. demonstrate effective communication on the telephone

scenarios
read the following telephone conversations and think about how the nursing assistant could have better presented herself on the phone.
example #1. making a call from a facility
hi, whats this?
could you get ms. crier on the phone, please? i need to talk to her.
shes not there? do you know where she is? i really have to talk to her right now. my resident asked me to call her to see if she can come visit today. shes really lonely and needs a visitor.
okay, well tell her ella called and have her call me back. ella ferguson. the number? i dont remember what it is. just google whispering pines nursing facility.
i dont know how much longer ill be here, but have her call me as soon as possible. bye.

1. what did the nursing assistant do incorrectly in this phone conversation?
2. what did the nursing assistant do in this phone conversation?

example #2: answering a call at a facility
hello? who? julie lee? no, she cant come to the phone right now. shes on her break outside and is smoking a cigarette. whos calling? and your number?

1. explain the resident call system

multiple choice

1. how do residents signal staff that they need assistance? (a) by calling out their names as they see them (b) by calling the nurses station on the phone (c) by using a signal light or call light (d) by calling family members on the phone
2. when is it acceptable for a nursing assistant to ignore a call light? (a) when she has just left a residents room (b) when she is very busy (c) when the resident signaling is not assigned to her (d) never
3. call lights should be placed (a) near the door of the residents room (b) in a common area of the floor (c) within reach of the residents stronger hand (d) in any location that is convenient

Explanation:

1. In the phone - conversation, the nursing assistant did not identify themselves or the facility at the start, which is a communication error in a professional setting.
2. For the multiple - choice questions:

• Residents typically use a signal light or call light to signal staff for assistance.
• A nursing assistant should never ignore a call light as it indicates a resident's need for help.
• Call lights should be placed within reach of the resident's stronger hand for easy access.

Answer:

1. The nursing assistant did not identify themselves or the facility at the beginning of the call.
2. Multiple Choice:
3. C. By using a signal light or call light
4. D. Never
5. C. Within reach of the resident's stronger hand