Scenario #1: The caller, Jan McDonald, recently relocated to a suburb of Billings, Montana She is calling to request that her health records from her recent hospitalization be forwarded to her new...

Scenario #1: The caller, Jan McDonald, recently relocated to a suburb of Billings, Montana She is calling to request that her health records from her recent hospitalization be forwarded to her new physician

1 In Maggie’s phone greeting she forgot to do one thing, what was it?

2 Did Maggie respond appropriately to the patient’s request?

3 Do you agree with Maggie’s reason for not releasing records immediately to the new physician? Why or why not?

4 What is the significance of Maggie using the patient’s name during the conversation?

5 What would you have said differently?