During a busy day at the medical office, you receive a call from a patient who is requesting test results. Which of the following is the BEST approach to take in accordance with professional phone message protocols?
Inform the patient that test results cannot be given over the phone and they need to come to the office in person.
Take a verbal message and assure the patient that you will pass it on to the health care provider when they are available.
Ask the patient to hold briefly, or offer to return their call, while you retrieve their chart to look up their information.
Immediately transfer the call to another staff member without first checking if they are available to take the call.