Assignment Task: Diversity & Teamwork Script
Instructions:
Part I: You are to create a script to narrate your response to each patient (A, B, C, and D). Include the following:
- Suggests realistic responses from each patient.
- The entire conversation until the patient's issue is resolved by you or a colleague you have asked for assistance.
- Include verbal cues or body language in your script.
Part II: Include 2-3 reflection paragraphs at the end of your scripts.
- Describe how you would prioritize the patients' needs
- Describe how you will ensure that each patient feels heard and not dismissed.
- Describe your communication style, including how active listening skills, body language and tone of voice could be used to deescalate the situations.
- Identify appropriate communication style adjustments based on how each patient is behaving.
- Describe how you will communicate with your colleagues to help resolve these patient concerns.
Assessment Requirements/Submission Requirement:
Submit your work as a Microsoft Word document APA format. Include an APA title page.
Part I: Each of your patient scripts (4 total) should be at least ½ page.
Part II: Your reflection paragraphs should include each of the components above.
Scenario:
You are working as a medical administrative assistant at Rasmussen Clinic. You are seated at the reception desk. Your main duties for this shift are to greet patients and check them in for their appointments. You are also responsible for answering patient phone calls when your colleagues step away from their desks.
A patient (A) approaches the desk and you greet them cheerfully. They divert eye contact with you but state they have an appointment in a quiet voice. Then, you begin looking up the patient's information.
As you are checking in patient A, you notice an elderly person (B) wandering around the waiting room. They seem confused and are mumbling, but you cannot make out what they are saying. You are about to address the situation when the phone rings.
You answer the call, and the caller (C) says, "Finally, someone answers! I have been trying to make an appointment for a half-hour. The schedulers have no idea what they are doing at this clinic." You are not familiar with this patient, but they accuse you of hanging up on them the last time they called.
Meanwhile, another patient (D) approaches the front desk while you are on the phone with the angry patient and states loudly, "I don't understand the bill I received in the mail. How can one appointment cost hundreds of dollars? My insurance should have paid for all of this."
How can you address each of these patients using professional communication?