Final answer:
When approached by an angry patient, a medical assistant should remain calm, listen actively, and address the patient's concerns. They should choose words carefully, avoid blaming the patient, and focus on problem-solving. In difficult cases, involving a supervisor or HR department may be necessary.
Step-by-step explanation:
When a medical assistant is approached by an angry and yelling patient, it is important to handle the situation professionally and respectfully. Option C: Remain calm, listen actively, and attempt to address the patient's concerns, is the most appropriate course of action. By staying calm and actively listening, the medical assistant can defuse the situation and understand the patient's needs, which will ultimately help in providing the best care.
It is crucial to choose words carefully to avoid further escalating the situation. By avoiding suggesting that you're right and the other person is wrong, and remaining open and respectful, the medical assistant can create a safe and understanding environment.
Additionally, it is essential to focus on solving the problem rather than blaming the patient. Asking open-ended questions to learn more about the patient's position and restating what was heard can help affirm that the medical assistant is listening and can avoid misunderstandings.
If, despite the medical assistant's efforts, the conflict cannot be resolved, it may be necessary to involve a supervisor or HR department for further assistance.