3 Which of the following is the best example of using proper telephone etiquette at work?

Correct Answer: B

Rationale: The correct answer is B because it demonstrates proper telephone etiquette by starting with a polite greeting ("Good afternoon"), identifying the company and oneself ("Hartman Skilled Care Facility, Brenda Johnson speaking"), and inviting the caller to start the conversation. This approach sets a professional tone and shows respect to the caller. Choice A is incorrect because it violates confidentiality by sharing personal information about a resident. Choice C is inappropriate as it is dismissive and unprofessional. Choice D is also incorrect as it discloses negative information about a former employee, which is not professional or relevant to the caller's inquiry.

Correct Answer: D

Rationale: The correct answer is D: Catheter use. Older adults are more prone to infections due to weakened immune systems. Catheter use increases the risk of urinary tract infections in this population. Thicker skin (A) actually reduces infection risk. Higher fluid intake (B) and stronger appetite (C) are beneficial for overall health but do not directly increase infection risk.

Correct Answer: B

Rationale: The correct answer is B: Sharps. Sharps, such as needles and blades, need to be disposed of in a biohazard container because they can puncture skin and potentially transmit infections. Other choices are incorrect because trash, aluminum cans, and food do not pose the same level of biological hazard as sharps. Trash can be disposed of in regular bins, aluminum cans can be recycled, and food waste can be composted or disposed of in designated bins. Sharps require special handling to prevent injuries and contamination, hence the need for a biohazard container.

Correct Answer: B

Rationale: The correct answer is B: Extreme fatigue. Women experiencing a heart attack may have atypical symptoms like extreme fatigue, rather than the typical chest pain. This is due to differences in how heart attack symptoms manifest in women compared to men. Extreme fatigue can be a warning sign of a heart attack in women. Other choices are incorrect because chest pain is a common symptom in both men and women during a heart attack, anxiety and a sense of doom can be present but are not specific to women, and low blood pressure is not a common symptom of a heart attack.

Correct Answer: B

Rationale: The correct answer is B because it demonstrates respect for the resident's privacy and autonomy. By knocking and waiting for permission before entering the room, the nursing assistant acknowledges the resident's personal space and preferences. This action promotes a sense of dignity and control for the resident. Choice A is incorrect as it goes against the principle of providing assistance and support to the resident. Choice C is incorrect as rearranging personal items without permission can be intrusive and disrespectful. Choice D is incorrect as ignoring safety hazards jeopardizes the resident's well-being.