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 medical assistant take?

A. Provide a detailed explanation of the termination to the patient.
B. Politely listen to the patient's concerns and offer to schedule a meeting with the practice manager or another appropriate authority.
C. Advise the patient to find another practice and end the conversation.
D. Request the patient to leave the premises immediately.

Answer 1

B. 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:

It's important to address the patient's concerns respectfully and professionally. Listening to them and offering a solution by arranging a meeting with the practice manager or someone in authority allows for a proper discussion of the situation and a potential resolution. This approach shows willingness to address the patient's concerns.

Answer 2

A medical assistant should listen to a terminated patient's concerns and suggest scheduling a meeting with the practice manager or another appropriate authority, rather than discussing confidential details or acting in an unprofessional manner.

Step-by-step explanation:

If a medical assistant is faced with a patient who has been terminated from the practice and is demanding an explanation, the most appropriate action would be B. Politely listen to the patient's concerns and offer to schedule a meeting with the practice manager or another appropriate authority. This approach respects the patient's feelings while maintaining professional boundaries and ensuring that the situation is handled by someone with the authority to discuss the termination details. It is not advisable for the medical assistant to provide a detailed explanation of the termination (option A), as this may involve confidential information and is better handled by a member of the practice with the right level of authority. Advising the patient to find another practice and ending the conversation abruptly (option C) or requesting the patient to leave the premises immediately (option D) could escalate the situation and may be considered unprofessional.