Question

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

A. "Providing brief and concise information without allowing the patient to ask questions."
B. "Asking the patient for detailed personal information without verifying their identity."
C. "Confirming the patient's identity and purpose of the call before discussing personal information."
D. "Quickly ending the call to minimize time spent on the phone."

Answer 1

The appropriate technique for a medical assistant when making outgoing calls to patients is to confirm the patient's identity and the purpose of the call before discussing personal information.

Step-by-step explanation:

When communicating on the telephone with a patient, a medical assistant demonstrates the use of appropriate technique for outgoing calls by C. "Confirming the patient's identity and purpose of the call before discussing personal information." This is important not only to ensure that the medical professional is speaking with the correct individual but also to guarantee the patient's awareness and their ability to interact and understand the conversation. This step is crucial for maintaining patient privacy and providing quality healthcare communications.

Identification verification is a necessary component of patient interaction to avoid miscommunication and information breaches. Verifying a patient's identity over the phone can include asking them to state their name, which serves as an initial test of coherence and orientation. It also prepares the ground for a secure communication channel wherein personal and sensitive medical information can be safely discussed. Therefore, a medical assistant must take the extra step to confirm the identity before engaging further with the patient.