Wisconsin Certified Nursing Assistant (CNA) Practice Exam

How should a CNA properly answer the phone at a healthcare agency?

1. By only stating their name

2. By identifying the agency, their name and position, and offering help

3. By asking the caller to hold

4. By providing personal information about the residents

The correct answer is: By identifying the agency, their name and position, and offering help

The most appropriate way for a CNA to answer the phone at a healthcare agency is to identify the agency, their name and position, and offer assistance. This approach ensures professionalism and clarity in communication. When answering the phone in a healthcare setting, it is crucial to establish the context of the call and convey trustworthiness. By stating the agency’s name, the caller instantly knows they have reached the correct place. Providing their name and position adds a personal touch and reassures the caller that they are speaking with a qualified individual. Offering help further shows the commitment to assist and provides an opportunity to address the caller's needs effectively. Other responses would not uphold the standard of professionalism expected in a healthcare environment. For instance, simply stating their name lacks sufficient context and may confuse the caller. Asking the caller to hold without identifying themselves or the agency could be seen as abrupt and unprofessional. Lastly, sharing personal information about residents would violate confidentiality and privacy regulations essential in healthcare settings. Thus, option B reflects best practices for communication in a professional healthcare context.