Wisconsin Certified Nursing Assistant (CNA) Practice Exam

What should a CNA avoid doing when handling a telephone call regarding resident information?

1. Discussing medical history without permission

2. Taking a message for the nurse

3. Identifying themselves and the agency

4. Using a friendly tone of voice

The correct answer is: Discussing medical history without permission

A Certified Nursing Assistant (CNA) must adhere to strict confidentiality guidelines when handling resident information, particularly during telephone conversations. Discussing a resident's medical history without consent violates the Health Insurance Portability and Accountability Act (HIPAA) and undermines the trust that residents place in healthcare providers. It is crucial for CNAs to safeguard sensitive information to protect the privacy rights of residents. In contrast, taking messages for a nurse, identifying themselves and the agency, and using a friendly tone of voice are all appropriate actions. Taking messages ensures communication is maintained and that residents' concerns are addressed promptly. Identifying themselves establishes their role and the credibility of the communication. Using a friendly tone helps maintain a compassionate and respectful atmosphere, which is fundamental in the care environment.