Question

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

a) Refusing to provide any explanation and asking the patient to leave
b) Sharing confidential information about the patient's termination
c) Listening actively, empathizing with the patient, and addressing concerns professionally
d) Ignoring the patient's demands and redirecting them to another staff member

Answer 1

When a patient demands an explanation after terminating from a practice, a medical assistant should listen actively, empathize, and address concerns professionally.

Step-by-step explanation:

When faced with a patient who is demanding an explanation after terminating from the practice, the medical assistant should choose option c) listening actively, empathizing with the patient, and addressing concerns professionally. It is important for the medical assistant to remain calm, respectful, and open-minded during the conversation. They should focus on solving the problem and avoid blaming the patient. If the conflict cannot be resolved, involving a supervisor or HR department may be necessary.