Question

A MA is engaging in conversation with a patient who was recently terminated from the practice. The patient has come to the office and is demanding an explanation. Which of the following actions should the assistant take?

a) Dissociate from the conversation
b) Sympathize with the patient
c) Defend the provider's decision
d) Acknowledge the patient's concern

Answer 1

In this situation, the medical assistant should acknowledge the patient's concern.

Step-by-step explanation:

A medical assistant is a healthcare professional who plays a crucial role in the smooth operation of medical offices, clinics, and other healthcare settings. Medical assistants perform a variety of administrative and clinical tasks to support healthcare providers and ensure efficient patient care.

In this situation, the medical assistant should acknowledge the patient's concern. The patient is upset and demanding an explanation, so it is important to show empathy and understanding. Dissociating from the conversation or defending the provider's decision may escalate the situation further and worsen the patient's experience.