Scene to read · Communication, Professionalism
Why can't you just look?
You are a clerk at a hospital's medical records office counter.
The office releases a deceased patient's records only to someone with a letter naming them executor; the rule guards privacy and against false claims. Only the supervisor may waive it, and staff have her home number for emergencies. Desmond, 19, whose mother died in March, is at the counter, and your colleague Helene is beside you.
The scene
Desmond: I brought her death certificate and my ID. The letter's two hours away.
Helene: Only the supervisor can waive the letter, and she's off until Monday.
Desmond: The insurance form's due tomorrow. She's right there on your screen. Why can't you just look?
Helene: I've got to take this call. Can you finish up?
The two questions
- 1What would you say to Desmond, and what would you do for him?
- 2When a rule protects people in general but fails the person in front of you, what do you owe that person?
What raters look for
- Communication
- Listens first, speaks clearly and respectfully, and adapts the message to the listener.
- Professionalism
- Is reliable, respects boundaries and confidentiality, and holds a consistent standard under pressure.
Answer scenarios like this on the real timers
Answer both questions on the clock, and get each one scored 1–9 the way raters score. Your first set is free, no card.
Practice free
