CELBAN Telephone Communication in Healthcare

Question 1

A nurse receives a phone call from a physician requesting a patient update. Which opening response is most appropriate?

Accepted Answer

This is Nurse Patel on 4 West. How can I help you?

Answer

Hello, who is this?

Answer

Hold on, I need to find the chart.

Answer

The patient is fine, don't worry.

Question 2

When leaving a voicemail for a physician about a deteriorating patient, a nurse should FIRST state:

Accepted Answer

The patient's full name, room number, and the reason for the call

Answer

A detailed medical history of the patient

Answer

Their personal opinion about the patient's prognosis

Answer

A list of all current medications

Question 3

A nurse uses the SBAR framework during a phone call. What does the 'A' stand for?

Accepted Answer

Assessment

Answer

Action

Answer

Advocacy

Answer

Alert

Question 4

A caller asks for confidential patient information over the phone but cannot verify their identity. The nurse should:

Accepted Answer

Politely decline and ask them to call back through the hospital's verified line

Answer

Share the information since they sound like a healthcare professional

Answer

Transfer the call immediately to avoid the situation

Answer

Provide only the diagnosis to save time

Question 5

During a telephone handover, a nurse says 'I'll read that back to verify.' This technique is called:

Accepted Answer

Readback or repeat-back

Answer

Double-checking

Answer

Reflective listening

Answer

Closed-loop acknowledgement

Question 6

A nurse receives a telephone order for morphine 4 mg IV. Which response is safest?

Accepted Answer

Repeat back: 'Morphine four milligrams intravenous — is that correct?' then document it immediately.

Answer

Say 'Got it' and administer the medication.

Answer

Ask a colleague to listen in and trust their memory.

Answer

Wait until the physician is on the ward to confirm in person.

Question 7

Which phrase best demonstrates professional telephone closing etiquette for a nurse?

Accepted Answer

'Thank you for calling. I'll follow up with the team right away. Goodbye.'

Answer

'Okay, bye.'

Answer

'Is that all? I'm very busy right now.'

Answer

'Call back if you need anything, I guess.'