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Mrs. Ryan is 77-year-old woman with stomach cancer.

Mrs. Ryan is a 77-year-old woman with stomach cancer. Following surgery, she continued treatment with chemotherapy. When it was discovered that the cancer had spread to her liver and her bones, she elected to discontinue the chemotherapy and begin palliative care, which does not fight the cancer but will keep her as comfort- able as possible. Upon learning of her decision, her 50-year-old son Joseph became distraught and called the oncologist's office demanding that he speak with the doctor immediately. Danielle is a medical assistant who answered Joseph's call. She explained that the doctor takes only emergency calls during appointment hours but that she will take a detailed message. Joseph insists that this is indeed an emergency and that if he is not put through to the doctor, he will sue the doctor for malpractice regarding his mother. 

Should this call be treated as an emergency and receive top priority? Why or why not? What should Danielle do to placate this angry caller? How could Danielle unintentionally make the situation worse? What patient confidentiality issues should be considered with this caller? If Joseph agrees to leave a message, what information should Danielle obtain?


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