When answering a telephone in a healthcare facility the healthcare employee should?

• A. Answer with the facility name, your name, and title
• B. Say Hello
• C. Give your personal cell number
• D. Wait for the patient to speak first

Answer: (D)

In healthcare communication, listening first on the phone is essential. Waiting for the caller to speak first focuses the interaction on the patient’s actual need, helps you understand the reason for the call, and allows you to assess urgency before providing information or taking next steps. This approach also supports privacy and appropriate screening, since you respond to what the caller describes rather than making assumptions. After the caller has stated their need, you can proceed with a professional, helpful response and, as appropriate, identify the facility and your role to guide the conversation. Merely offering a brief hello or sharing personal contact information falls short of professional standards, and skipping the caller’s input would miss the opportunity to address their specific concern.