Question

A patient in a waiting room approaches a MA and states "I have been waiting for 30 minutes to see my doctor. Can't you do something?" What response should the MA respond with as an example of active listening?

Answer 1

A Medical Assistant should respond to a patient's concern about wait time with understanding, an apology, and proactive action to resolve the issue, showcasing active listening.

Step-by-step explanation:

A Medical Assistant (MA) should respond with empathy and reassurance when approached by a patient concerned about the wait time. An example of active listening could be:

"I understand that you've been waiting for 30 minutes and that your time is valuable. I apologize for any inconvenience. Let me check with the doctor's office to see if there's any update on when you'll be seen."

Active listening involves acknowledging the patient's feelings, apologizing for the wait, and taking action to help resolve the situation. It is crucial for MAs to communicate effectively and provide updates to ensure a good patient experience.