Administración en SaludOnline version Conceptos relacionados en Administración en Salud by Ana Maria Cárdenas 1 1. How should you greet a patient when they arrive at the hospital? a Good morning, how can I help you today? b Next! c Please wait outside. d 2 What should you do if a patient complains about long waiting times? a I understand your frustration. Let me check the waiting time b That’s not my problem. c Calm down, everyone waits. d 3 How can you show empathy to a patient? a I am sorry you are going through this. How can I help? b Stop crying. c Go talk to someone else. d 4 How should you react to an aggressive patient? a Respond in the same tone. b Stay calm and speak politely. I want to help you c Walk away without saying anything. d 5 How can you explain a medical procedure clearly? a Repeat the same thing faster. b Tell them to read it online. c Use simple and clear language d 6 Why is active listening important? a It wastes time. b It helps understand the patient’s needs c It is only for doctors. d 7 What is a key element of good hospital customer service? a Ignoring complaints. b Treating patients with respect. c Speaking quickly to save time. d 8 How should you give information to a confused patient? a Explain step by step. b Tell them to ask someone else. c Ignore their questions. d 9 What should you do when giving bad news? a Be cold and direct. b Speak clearly and respectfully c Avoid explaining details. d 10 What action improves patient satisfaction? a Talking as little as possible. b Giving orders without explanation. c Providing clear and friendly communication. d
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