Certified Clinical Medical Assistant Exam Practice Question
A patient approaches the front desk, expressing frustration that another patient, who just arrived, was taken back before them. Which of the following actions should the medical assistant take?
Correct Answer: C
Rationale: Demonstrating empathy with active listening skills is essential in addressing patient concerns. This approach validates the patient's feelings and fosters a supportive environment, helping to alleviate frustration.
Option A, passive listening, lacks engagement and does not effectively address the patient's emotions. Option B, explaining the need to wait, may come off as dismissive and could exacerbate frustration. Option D, using assertive communication to instruct the patient to sit down, may seem confrontational and dismissive of their feelings, potentially escalating the situation. Active listening with empathy is the most constructive response.
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