Question

When communicating on the telephone with a patient, which of the following actions by the medical assistant demonstrates the use of appropriate techniques for outgoing calls?

a) Speaking loudly to ensure the patient hears clearly
b) Rushing through information to save time
c) Using clear and concise language, and confirming understanding
d) Avoiding addressing patient concerns during the call

Answer 1

The medical assistant demonstrates appropriate telephone communication techniques by using clear and concise language and confirming the patient's understanding, which includes enunciating clearly, using respectful language, and addressing patient concerns.

Step-by-step explanation:

When communicating on the telephone with a patient, using clear and concise language, and confirming understanding by the medical assistant demonstrates the use of appropriate techniques for outgoing calls. It involves avoiding specific terms or jargon that may confuse the patient, enunciating clearly, and using respectful language. This ensures the patient fully comprehends the information being provided. Speaking slowly and clearly is essential, especially to account for potential technical issues such as wi-fi delays or microphone malfunctions. Moreover, it is imperative to maintain a professional tone, refraining from using text language and abbreviations that are not proper in business communication. Good communication skills also include taking the time to address patient concerns during the call, providing the opportunity for questions and clarifications, which leads to better patient care and satisfaction.