Question

A medical assistant is engaging in conversation with a patient who has recently terminated from the practice. The patient has come to the office and is demanding an explanation. Which actions should the medical assistant take?

Option A: Provide a detailed explanation and convince the patient to stay.
Option B: Listen to the patient's concerns, express understanding, and offer any necessary assistance.
Option C: Ignore the patient's demands and focus on current patients.
Option D: Argue with the patient about their decision to terminate.

Answer 1

A medical assistant should listen to the patient's concerns, express understanding, and offer assistance.

Step-by-step explanation:

When confronted by a patient who has terminated from the practice and is demanding an explanation, a medical assistant should choose option B: Listen to the patient's concerns, express understanding, and offer any necessary assistance.

It is important for the medical assistant to stay calm and avoid inflaming the situation. By listening to the patient's concerns and expressing understanding, the medical assistant can validate the patient's feelings and show empathy.

If the situation cannot be resolved, the medical assistant may choose to involve the supervisor or HR department for further assistance.