Question

When communicating on the telephone with a patient, which of the following actions by a medical assistant demonstrates the use of appropriate techniques for outgoing calls?

a. Placing the patient on hold when accessing information
b. Speaking with an unchanging pitch
c. Holding the receiver a minimum 5 cm (2 in) from the mouth
d. Allowing the patient to be the one to end the call

Answer 1

A medical assistant demonstrates good telephone communication by placing the patient on hold when necessary while gathering information, varying their pitch, and ending the call professionally after addressing all patient concerns.

Step-by-step explanation:

When communicating on the telephone with a patient, the medical assistant demonstrates the use of appropriate techniques for outgoing calls by placing the patient on hold when accessing information. This allows the assistant to gather necessary details without leaving long silences or causing confusion, and is considered a professional way to manage the call. Other important aspects of effective communication include speaking with a varied pitch to convey warmth and engagement, holding the receiver at an appropriate distance (usually around 1-2 inches) from the mouth to ensure clarity, and using respectful language. As a medical assistant, it's also important to take the lead in ending the call when all queries have been addressed and it's clear that the conversation has reached a natural conclusion, ensuring all patient concerns have been adequately handled.