Problem: Can you reply to this classmate? In the training module there was a scenario of a staff member reacting to a patient who became agitated during a clinic visit. The Team STEPPS tools could be used in this situation to improve team communication and patient care. The focus was asking questions such as what do they say? How do they say it? And what don't they say? The patient and their daughter visited a clinic where the daughter asked to speak to the medical assistant prior to examination due to the patients worsening condition. The assistant at this point states they are busy today and don't have time to and approaches to assess the patient when then the patient gets upset and combative. The daughter was able to deescalate the patient but as the situation arose a nurse arrived to help call security and get extra hands. The extra hands was the PA who wasn't aware of the situation and got upset with the security staff who didn't show up quick enough according to the PA. The security member mentions that the wrong number was called when initially attempting to call.