Final answer:
In a situation with a demanding terminated patient, the medical assistant should actively listen to the patient, choose words carefully, and stay calm. Open-ended questions and restating the patient's concerns can aid in deescalation and resolution. If resolution fails or safety is at risk, further action such as involving a supervisor or security may be warranted.
Step-by-step explanation:
When a medical assistant is faced with a terminated patient who is demanding and upset, the professional approach is to deal with the situation calmly and respectfully. The first action should be to listen to the patient's concerns, as actively listening can help deescalate potentially tense situations. It is important to choose your words carefully to avoid inflaming the situation, stay as calm as possible, and make sure to restating what the patient says to confirm understanding and to show that their concerns are being heard.
It's crucial not to suggest that you're right and the other person is wrong, which means remaining open and respectful throughout the conversation. Asking open-ended questions could help in gaining a better understanding of the patient's position and in problem-solving, rather than placing blame. If the conflict cannot be resolved at this level, seeking assistance from a supervisor or contacting the HR department would be appropriate steps.
If at any point the situation escalates and the safety of staff or other patients is at risk, it may then become necessary to call for security. However, this should be a last resort after all other attempts at resolving the conflict in a respectful and professional manner have been exhausted.