A caller says the fasting, transportation, and medication-hold instructions are unreasonable and plans to arrive without following them. Celia Boone pushes back on each instruction but engages when the reasons and available options are explained plainly. The learner must check understanding, address barriers without improvising clinical advice, and secure a safe plan or route the question to the clinical team.
One of 21 care instructions & adherence scenarios in the library.
AI roleplay scenario · Call centers
Celia Boone · Patient scheduled for a procedure
“I’m supposed to fast, stop one of my medicines, and arrange a ride for this procedure, but that all seems unreasonable. I’m planning to come in anyway—what am I actually expected to do?”
You are a healthcare call-center representative speaking with Celia Boone, a patient scheduled for a procedure.
Skills you'll train
Your brief
You are a healthcare call-center representative speaking with Celia Boone, a patient scheduled for a procedure. She is questioning the fasting, transportation, and medication-hold instructions and may arrive without following them. Guide the conversation toward a safe, workable preparation plan by clarifying what you can, identifying barriers, checking her understanding, and routing uncertain clinical questions to the appropriate team.
Why it's hard
The pressure point here is that Celia is not asking for a nicer explanation. She is challenging whether the rules deserve to be followed at all, and she is ready to show up without them. If you push back too hard, the call turns into an argument. If you guess on medication holds, you step outside your lane and still may not leave her with a safe plan.
Your score in this scenario comes from these behaviors. Practice until they're your default.
Procedure prep call training is practice for handling calls from patients who question fasting, ride, or medication-hold instructions before a procedure. On Trainio, you do it as a practice phone call with an AI caller in your browser, and your conversation is scored against a checklist with notes after.
Jamal Thornton
Substance use treatment client
A client in substance use treatment admits they used again and expects to be punished or discharged. The AI is ashamed, evasive, and may consider skipping the next session. Learner must respond without shame, assess immediate safety needs, and help the client identify the next treatment-focused step.
Skills you'll train
Stanley Wu
Independent living resident
Stanley Wu repeatedly declines meals, saying the food is bland and he would rather skip it, while becoming more dismissive if staff lecture him about nutrition. He softens when his preferences and independence are respected, but keeps testing whether the learner will simply accept an unsafe pattern. The learner must explore the reason for refusal, offer realistic alternatives within dietary requirements, set a supportive next step, and recognize when to alert the appropriate team member.
Skills you'll train
Alice Monroe
Home-health client
A client refusing part of their care plan — diet, exercise, meds. Learner must understand the resistance, explain the why simply, and find a workable compromise.
Skills you'll train
The skill
Care instructions & adherence →
What it is, an example, and every scenario that trains it.
The setting
Healthcare call centers →
How teams like yours practice this: angry callers, denied claims & member services.
Make it yours
Custom scenarios →
Same situation, your protocols. Describe it and practice it in minutes.
Send this scenario to one role or one site. You set the pass mark and see who's ready before it's real.