Final answer:
The appropriate initial action is A) Listen attentively and empathetically to the patient's angry concerns, remain calm, avoid assigning blame, and focus on solving the problem. Summarizing the patient's points and asking open-ended questions can help in understanding the situation better. Proceed to involve a supervisor if the issue isn't resolved.
Step-by-step explanation:
The most appropriate initial action by a medical assistant when answering a telephone call from a patient who is angry about treatment received in the office is A) Listen attentively and empathetically to the patient's concerns. It's important to choose words carefully so as not to escalate the situation, stay calm, and genuinely listen to the other side of the story without interruption, allowing the patient to feel heard and respected. Once the patient has expressed their concerns, summarizing their points can be affirming and help avoid misunderstanding. If after listening and discussing, the matter is not resolved, the next step may involve speaking with a supervisor or HR department who can take further action on the matter.
During this process, it's best to avoid suggesting that you're right and the other person is wrong and to remain open and respectful. The focus must always be on problem-solving, not on assigning blame to either party. Using open-ended questions can help uncover more information about the patient's position and feelings. Addressing such calls with a calm and professional manner is crucial for maintaining a positive relationship between the patient and the medical facility.