Question

An MA has just received a derogatory email from a dissatisfied patient. What action should the assistant take?

a. Respond immediately with a request for a more polite message.
b. Print a copy of the e-mail and forward it to the provider.
c. Print the e-mail and make notes about topics to be addressed prior to formulating a response.
d. Forward the e-mail to another medical assistant to review and to provide a response to the patient.

Answer 1

When an MA receives a derogatory email from a dissatisfied patient, it is important to handle the situation professionally and effectively. The best action for the assistant to take in this scenario would be to print the email and make notes about topics to be addressed prior to formulating a response. This allows the assistant to carefully review the email, identify the issues raised by the patient, and gather necessary information before composing a detailed and well-thought-out response.

Step-by-step explanation:

When an MA receives a derogatory email from a dissatisfied patient, it is important to handle the situation professionally and effectively.

The best action for the assistant to take in this scenario would be option C: print the email and make notes about topics to be addressed prior to formulating a response. This allows the assistant to carefully review the email, identify the issues raised by the patient, and gather necessary information before composing a detailed and well-thought-out response.

By taking this approach, the assistant can address the patient's concerns in a polite and professional manner, demonstrating empathy and commitment to resolving the issue.