Question

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

Option A: "There's nothing I can do about the wait times. Just be patient."
Option B: "I understand that waiting can be frustrating. Let me check on the status of your appointment."
Option C: "You should have arrived earlier if you didn't want to wait."
Option D: "Waiting is a normal part of the process. Complaining won't change anything.

Answer 1

Option B: "I understand that waiting can be frustrating. Let me check on the status of your appointment."

Step-by-step explanation:

Active listening involves acknowledging and understanding the speaker's feelings and concerns. Option B demonstrates active listening by empathizing with the patient's frustration and offering to take action by checking the status of their appointment. This response shows a commitment to addressing the issue and finding a solution, enhancing the patient's experience.

In contrast, Options A, C, and D dismiss or blame the patient, which is counterproductive to effective communication in a healthcare setting. Option A dismisses the concern outright, Option C places blame on the patient, and Option D minimizes the issue without offering assistance. Overall, Option B aligns with the principles of active listening and patient-centered care.

Active listening is crucial in healthcare as it fosters a positive patient-provider relationship and ensures that patients feel heard and valued. The medical assistant in Option B not only acknowledges the patient's frustration but also takes a proactive step to address the concern.

This approach contributes to a more patient-centric and compassionate healthcare environment. In contrast, the other options lack the understanding and responsiveness needed to effectively communicate with patients. Healthcare professionals should prioritize active listening skills to promote patient satisfaction and trust, which are integral to providing high-quality care.