Using Teach Back Method: Scheduling an Appointment

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1. What differences did you notice between the first and second interactions?
2. Where did you notice the scheduler's use of plain language in the first interaction? In the second interaction?
3. In the first interaction, how does the scheduler ascertain that the patient understands what to do before her appointment and what to bring when she comes in for her appointment?
4. In the second interaction, how does the scheduler ascertain that the patient understands what to do before her appointment and what to bring when she comes in for her appointment?
5. How does the scheduler end the discussion?
6. What was the tone of the interaction?
7. What could the scheduler have done differently?

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