Question

A medical assistant 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. Apologize on behalf of the practice and explain the reasons for the termination.
B. Politely listen to the patient's concerns and offer to schedule a meeting with the practice manager or another appropriate authority.
C. Tell the patient there's nothing that can be done and they should find another practice.
D. Escalate the situation by involving security or other authorities.

Answer 1

The medical assistant should politely listen to the patient's concerns and offer to schedule a meeting with the practice manager or another appropriate authority.

Step-by-step explanation:

In this situation, it is important for the medical assistant to handle the patient's demands professionally and calmly. Option B, politely listening to the patient's concerns and offering to schedule a meeting with the practice manager or another appropriate authority, is the most appropriate action to take in this scenario.

By actively listening to the patient and showing empathy, the assistant can acknowledge their concerns and work towards finding a resolution. It is important to avoid escalating the situation or dismissing the patient's concerns.

By offering to schedule a meeting with the appropriate authority, the patient can have an opportunity to discuss their termination and receive an explanation in a more appropriate and controlled setting.