Question

A medical assistant is engaging in a conversation with a patient who was recently terminated from the practice. The patient has come to the office and is demanding an explanation. What action should the medical assistant take?

a) Provide a detailed explanation for the termination
b) Escort the patient out of the office and refuse to engage in conversation
c) Listen empathetically, express understanding, and offer to address concerns through appropriate channels
d) Ignore the patient's demands and focus on other tasks

Answer 1

A medical assistant should listen empathetically, express understanding, and offer to address concerns through appropriate channels when dealing with a patient demanding an explanation for their termination.

Step-by-step explanation:

When dealing with a patient who has been recently terminated from a medical practice and is demanding an explanation, the most appropriate action for a medical assistant to take is option c) Listen empathetically, express understanding, and offer to address concerns through appropriate channels. By listening empathetically, the medical assistant shows that they take the patient's concerns seriously and are willing to hear them out. Expressing understanding helps to build rapport and can potentially diffuse the situation. Finally, offering to address concerns through appropriate channels ensures that the patient's concerns are taken seriously and can be addressed in a fair and professional manner.