CELBAN Telephone Communication in Healthcare 2

Question 1

A patient's family member calls the unit demanding to know the patient's diagnosis. The nurse should:

Accepted Answer

Ask if the patient has given consent for information to be shared with them before disclosing anything

Answer

Confirming whether the patient has authorized information sharing protects patient privacy and complies with Canadian health privacy legislation.

Question 2

When calling a pharmacy to clarify a prescription, a nurse should provide all of the following EXCEPT:

Accepted Answer

The nurse's personal home phone number

Answer

A nurse's personal home phone number is not relevant or appropriate to share; professional contact through the hospital system is required.

Question 3

A physician gives a verbal order over the phone that the nurse believes may be a dangerous dose. The nurse should:

Accepted Answer

Question the order respectfully, stating the concern, and request clarification before proceeding

Answer

Nurses have a professional and ethical duty to advocate for patient safety by questioning orders that appear unsafe before they are carried out.

Question 4

Which SBAR element should a nurse deliver LAST during a telephone consultation?

Accepted Answer

Recommendation

Answer

In SBAR, 'Recommendation' comes last and represents the nurse's specific request or suggested action for the patient.

Question 5

A nurse is calling a lab to follow up on urgent bloodwork. The most effective opening is:

Accepted Answer

'This is Nurse Torres from 3 South. I'm following up on urgent CBC results for patient John Smith, DOB March 12, 1958.'

Answer

Identifying yourself, your unit, and the specific patient with identifiers helps the lab locate the correct results quickly and accurately.

(CELBAN) Canadian English Language Benchmark Assessment for Nurses Practice Test