Nurses frequently have to use the telephone in the course of taking care of clients in a healthcare facility. What is the best key to proper telephone use by the nurse?
A) Answer the telephone after the fifth ring.
B) Find out how you can help the caller.
C) Ask the unit secretary to transfer calls.
D) Tell callers that you are putting them on hold for 5 minutes.
B
Feedback:
The following are keys to proper telephone usage: Answer promptly—it may be an emergency. Ask "How may I help you?" Know how to use the telephone system, including transferring calls and placing the caller on hold. Ask callers if it is OK to put them on hold or if they would like to call back or leave a message. If someone is on hold, go back every minute to see if he or she still wants to hold or if someone else can help him or her.
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