Certified Paraoptometric (CPO) Practice Exam 2025

When answering a call while busy with a patient, what is the appropriate response?

1. Put the call on hold

2. Transfer the call to another staff member

3. Politely ask for a return number

4. Ignore the call

The correct answer is: Politely ask for a return number

Politely asking for a return number is the most appropriate response when you are busy attending to a patient. This approach ensures that you maintain the quality of care for the patient you are with while also recognizing the importance of the call. By requesting a return number, you express that you value the caller's inquiry and are committed to addressing their needs as soon as you are able. This method promotes good communication and helps in planning follow-up actions without compromising the current patient interaction. Options like putting the call on hold or transferring it to another staff member can create interruptions that may affect both the patient experience and the caller's expectation for timely assistance. Ignoring the call could lead to frustration for the caller and appear unprofessional, thereby harming the office’s reputation for customer service.