Question

A patient in the waiting room approaches a medical assistant and states, "I've been waiting 30 minutes to see my doctor, can't you do something?" Which of the following responses by the assistant is an example of active listening?

1) I understand how frustrating it can be to wait for a long time. Let me check with the doctor and see if I can expedite your appointment.
2) Sorry, there is nothing I can do about the wait time. It's the doctor's schedule that determines the timing.
3) You should be grateful for having access to medical care. There are people who would love to be in your position.
4) I'm sorry for the inconvenience. Please have a seat and I'll inform the doctor about your wait.

Answer 1

The example of active listening by the assistant is option 1) "I understand how frustrating it can be to wait for a long time. Let me check with the doctor and see if I can expedite your appointment."

Step-by-step explanation:

The example of active listening by the assistant in this scenario is option 1) "I understand how frustrating it can be to wait for a long time. Let me check with the doctor and see if I can expedite your appointment." Active listening involves fully engaging with the person speaking, understanding their emotions, and showing empathy. In this response, the assistant acknowledges the frustration of waiting and offers to take action by checking with the doctor to see if they can help. This demonstrates active listening skills and a willingness to address the patient's concerns.