Final answer:
The most appropriate action for a medical assistant when faced with an angry and yelling patient is to actively listen, acknowledge the patient's emotions, and attempt to de-escalate the situation. Their approach should be to remain calm, use open-ended questions, and avoid blaming to focus on resolving the issue at hand.
Step-by-step explanation:
When a Medical assistant is approached by a patient who is angry and yelling, the most professional and effective response would be option C: "Listen actively, acknowledging the patient's feelings, and try to de-escalate the situation." It is crucial to handle the situation calmly and with empathy. They should choose their words carefully to avoid exacerbating the patient's anger and remain respectful throughout the interaction.
Staying calm and demonstrating understanding are vital in managing confrontations in healthcare settings. Using open-ended questions can help the medical assistant to understand the reasons behind the patient's anger, and restating what the patient has said shows that they are listening and validates the patient’s emotions. If the conflict cannot be resolved, it may be necessary to involve a supervisor or the HR department.
By focusing on problem-solving rather than assigning blame, the medical assistant can move towards a constructive resolution. This approach takes into account that the goal is to defuse the tension and provide the best care for the patient.