Question

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

Option 1: Provide a detailed explanation of the termination.
Option 2: Listen actively and empathetically, offering a brief, general explanation.
Option 3: Ignore the patient's demands and refuse to engage in conversation.
Option 4: Escalate the situation by involving security or law enforcement.

Answer 1

A medical assistant should actively listen and provide a brief explanation while remaining respectful and focused on problem-solving.

Step-by-step explanation:

In this situation, the medical assistant should listen actively and empathetically to the patient, offering a brief and general explanation.

It is important to choose words carefully and stay calm to avoid inflaming the situation.

By remaining open, respectful, and focusing on solving the problem rather than blaming the other person, the medical assistant can navigate the conversation in a professional and helpful manner.