Question

A MA is in engaging im a conversation with a patient who was recently terminated from the practice. The patient has come to the office and is demanding an explanation. What action should the MA take?

Answer 1

When faced with a demanding terminated patient, the MA should listen actively, stay calm, apologize if necessary, and offer alternatives.

Step-by-step explanation:

Medicine

When an MA is engaged in a conversation with a patient who was recently terminated from the practice and is demanding an explanation, it is important to handle the situation professionally and empathetically.

1. Listen actively and give the patient an opportunity to express their concerns and frustrations.
2. Stay calm and composed, and avoid arguing or becoming defensive.
3. Apologize for any misunderstandings or negative experiences the patient may have had, and explain the reasons for the termination if appropriate.
4. Offer alternative solutions or recommend other healthcare providers if necessary.