Question

A patient in a waiting room approaches a medical assistant and states, "I've been waiting 30 minutes to see my doctor. Can't you do something?" Which of the following responses by the medical assistant is an example of active listening?

A. "I'm sorry, but the doctor is very busy today."
B. "The wait times can vary, but I'll check on the status for you."
C. "We're doing our best to keep the schedule on track."
D. "I understand waiting can be frustrating. Let me see if I can help."

Answer 1

Option D is the correct answer. The response that shows active listening is one that acknowledges the patient's concern and offers assistance, which demonstrates empathy and proactive support.

Step-by-step explanation:

The correct response that exemplifies active listening in the scenario where a patient has been waiting 30 minutes to see their doctor and is seeking assistance would be "I understand waiting can be frustrating. Let me see if I can help." This answer acknowledges the patient's feelings and offers to take action, reflecting the principles of active listening. It's vital for medical assistants to exercise empathy and provide proactive support to address patient concerns.