Final answer:
In handling a patient complaint, a medical assistant demonstrates professionalism by politely thanking the patient for the complaint, ensuring respectful communication, and seeking a resolution to the issue. Part of professional conduct is avoiding gender bias in communication, achieved through the usage of gender-neutral language.
Step-by-step explanation:
When handling a patient complaint, demonstrating professionalism as a medical assistant includes actions like thanking the patient for making you aware of their concern. This approach helps to foster a positive patient-practice relationship and ensures that the patient feels heard and respected. In contrast, aggressively defending the practice, avoiding direct communication, or immediately notifying the physician without understanding the complaint may not be seen as professional. It is essential to remain calm, listen to the patient, and focus on problem-solving rather than blame.
- Review the patient's concerns calmly and respectfully.
- Thank the patient for bringing their concerns to your attention.
- Work towards a solution while maintaining the patient's privacy and dignity.
Rewriting sentences to eliminate gender bias could involve using gender-neutral language: 'Each doctor will explain their procedures,' 'When you call the technician, tell them the computer broke yesterday,' 'A writer must publish their manuscript to be eligible for the grant,' 'If I ever meet a member of Congress, I will tell them how I feel about national politics,' 'When a doctor orders gloves, they must speak to the office staff.'