What would you do⁉️
What would you do if a patient appears confused about intstructions
repeat and clarify the instructions
What should you do if you witness unprofessional behavior in the workplace
report it to a supervisor
What act should a MA always follow to ensure a patients privacy, security, and confidentiality
HIPPA
What type of barrier occurs when a patient cannot hear the provider due to environmental noise
physical barrier
What kind of communication uses body language
Nonverbal
How should you respond to a patient upset about wait times
acknowledge their frustration and apologize
What are 2 things that contribute to ensuring a professional work environment
work ethic, positive and polite demeanor, willingness to assist, cooperation, and effective time management skills
what must be here to health care environment it includes appearance, communication presents, and relationships
professionalism
What should a medical assistant use when a patient does not speak English
Professional medical interpreter
What kind of listening means giving full attention
Active listening
What should you do when a patient has difficulty hearing
face the patient and speak clearly
When you accept responsibility for your actions and follow through on commitments you're demonstrating what trait
accountability
What kind of communication helps build trust and rapport with patients
active listening and empathy
What is a communication barrier that involves differences in cultural norms and practices
cultural barrier
What communication style is characterized by expressing thoughts and feelings clearly and respectfully
assertive communication
A patient becomes visibly irritated when asked to complete forms they say they’ve already filled out. How should you respond?
Stay calm, apologize for the inconvenience, and kindly explain why the forms are needed again.
What are 3 things professionalism encompasses
behaviors, appearance, communication (voice: tone, attitude, and word selection), work ethic, relationships
What is the format where all lines are flushed with the left margin
Full block format
What barrier arises when a patient feels anxious or fearful
emotional barrier
ability to understand and share the feelings of another person
empathy
A patient begins sharing personal problems unrelated to their medical visit and seems emotionally overwhelmed. What should you do as the medical assistant?
Listen respectfully, show empathy, and redirect the conversation back to their health concerns.
What key behavior shows that a medical assistant can be trusted to handle patient care, follow rules, and act professionally even without supervision?
Reliability
what are the five P’s of telephone etiquette?
polite, prepared, to the point, perceptive and cooperative
what barrier is present when a patient does not understand medical terminology
language or educational barrier
Whar are 3 forms of nonverbal communication
eye contact, facial expression, posture, hepatics or touc, gestures, personal space