Please read the following scenario and answer the questions that follow.
Mary O'Keefe calls the Inner City Health Care office in a panic. Gwen Carr, CMA (AAMA), answers the telephone.
Mary: "Oh my God, help me. I need Dr. King."
Owen: "This is Ellen Armstrong. Who is this calling? What is the situation?"
Mary: "It's my baby, oh God, get Dr. King."
Gwen: "Dr. King is unavailable, but we can help you. Now, tell me your name."
Mary: "It's Mary O'Keefe. Help me, I think my baby is dead."
Gwen: "Are you at home?"
Mary: "Yes."
Gwen: "Ok. Try to calm down. Speak slowly and tell me what's happened."
Mary: "My son Chris pried the plug off an outlet and he's electrocuted himself"
Mary cries. "He's just lying there. I'm so scared, if I touch him, will I electrocute myself? Oh my God, my baby, my baby. What should I do?"
Gwen, who has been writing down the details on a piece of paper, motions to Joe Guerrero, another CMA (AAMA) in the office, and hands him her notes. Joe immediately accesses the O'Keefe
address from the patient database and uses another telephone to call EMS with the nature of the emergency situation and directions to the O'Keefe residence. Meanwhile, Owen remains on the line.
with Mary. Dr. King is on rounds at the hospital this morning and will not be in the office for at least another hour. Gwen tells Mary, "Mary, we are calling EMS, and they
will be there as soon as
possible. In the meantime, I'm going to need you to focus and answer my questions, okay