Part One ProActive Caller Orientation Quiz Student Name: Brenda Au Date: 08/18/2022 1. Hospice care is only for patients that have a diagnosis of terminal cancer True X False 2. The hospice and palliative care philosophy is for the medical team to do everything they can to aggressively treat and attempt to cure the illness. True X False 3. To be eligible for hospice services under Medicare, a patient must have the following: Prognosis of advanced illness with life expectancy less than six months Prognosis certification supplied by two physicians Patient and family must opt for hospice, choosing to receive palliative rather than curative care A and C only X All of the above 4. If a patient tells a volunteer that they are having real doubts about the existence of God, it is perfectly OK for the volunteer to share his or her own beliefs with the patient. True X False 5. When providing support to a bereaved person, it can be helpful to: Tell them to move on with their life as quickly as possible Tell them to stop thinking about the person that died Stop them from crying and tell them to be brave All of the above X None of the above 6. If the caregiver tells the volunteer caller they have a need for hired help, it is inappropriate for the volunteer to offer his or her own services as a hired caregiver. X True False 7. If the patient expresses confusion over which medications they should take today, it is not appropriate for the volunteer caller to instruct or give advice to the patient. Instead the caller should contact the VITAS team secretary directly who will then have the VITAS primary nurse contact the patient. X True False VITAS Healthcare Volunteer Services 5.29.2020 Part One ProActive Caller Orientation Quiz 8. If a patient or caregiver becomes tearful during the conversation, it is helpful for the volunteer caller to do the following: Listen attentively to what is being said Validate how the speaker is feeling Try to change the subject or distract the speaker X A and B only B and C only 9. VITAS methodology for handling concerns or complains about service, include the following four steps: Acknowledge, Apologize, Clarify, and Respond. X True False 10. It is OK to leave patient information (like name and phone number) on your computer overnight, especially if you’re going to make calls again tomorrow. True X False 11. If the patient is having a medical emergency, call the VITAS office instead of calling 911. If it is a non-medical emergency, like a fire, it is then OK to call 911. X True False Reviewed by: ____________________ Grade: ____________________ VITAS Healthcare Volunteer Services 5.29.2020
