Certified Nursing Assistant (CNA) Prometric Practice Exam

When answering the telephone on a nursing unit, which greeting is most professional?

1. Hey, it’s Faith. What do you want?

2. 3 North, how can I help?

3. Good morning, 3 North, Faith Davis, CNA speaking. How can I help you?

4. Welcome to the hospital, what is your question?

The correct answer is: Good morning, 3 North, Faith Davis, CNA speaking. How can I help you?

Choosing a professional greeting when answering the telephone on a nursing unit is crucial as it sets the tone for the conversation and reflects the standards of the healthcare environment. The most professional greeting includes a clear identification of the unit, the speaker’s name, and an offer to assist. In this case, the greeting "Good morning, 3 North, Faith Davis, CNA speaking. How can I help you?" addresses all these elements. It establishes the time of day, which adds a personal touch, and clearly states the unit (3 North), which is helpful for the caller to know where they are reaching. By providing their full name and title, Faith Davis also conveys professionalism and accountability, which builds trust with the caller. The phrase "How can I help you?" shows readiness to assist, which is essential in a healthcare setting where patients and families may need guidance or support. Other options lack one or more of these critical elements. For instance, the greeting that starts with "Hey," is informal and does not reflect the professional tone expected in healthcare. Another option that simply says "3 North, how can I help?" lacks the personal introduction and the welcoming aspect of identifying oneself fully. The greeting that invites the caller with "Welcome to the hospital"