When handling an angry caller, the best action for the HUC is to:

Listening and documenting during a conversation with an angry caller is crucial for several reasons. First, active listening can help de-escalate the situation, as it conveys to the caller that their concerns are being acknowledged and taken seriously. This approach not only builds rapport but also allows the Health Unit Coordinator (HUC) to fully understand the issue at hand, which is vital for addressing the caller's needs effectively.

Documenting the conversation is equally important; it provides a record of the interaction, which might be useful for follow-up actions and for other team members who may need to be informed of the situation. Accurate documentation can also serve as a reference if the matter escalates beyond the initial call.

In contrast, ignoring the caller fails to address the underlying issue and can further frustrate them. Becoming defensive can escalate tensions and prevent constructive dialogue, while transferring the call without attempting to resolve the caller's concerns first can leave them feeling dismissed and unheard. By choosing to listen and document, the HUC creates a more positive interaction and can foster problem resolution.