Certified Medical Assistant (CMA AAMA)Communication and Legal/EthicalMedium
A medical assistant is preparing a patient for a colonoscopy. The patient expresses significant anxiety about the procedure and mentions that their sibling had complications from a similar procedure. Which of the following is the MOST appropriate therapeutic communication technique for the medical assistant to use?
- A“Perhaps you should focus on the positive outcome of the procedure.”
- B“I understand your concern, but the doctor will be here shortly to answer questions.”
- C“Don't worry, colonoscopies are very safe nowadays.”
- D“It sounds like you're feeling anxious, and your sibling's experience worries you.”
Show answer & explanationAnswer & explanation
Correct answer: D. “It sounds like you're feeling anxious, and your sibling's experience worries you.”
Reflecting the patient's feelings and acknowledging their specific concerns (anxiety and sibling's experience) is a powerful therapeutic communication technique. It validates their emotions and encourages further open communication, building trust and rapport.
Why the other options are wrong
- A. This is also dismissive and tells the patient how to feel, rather than addressing their actual feelings.
- B. While it acknowledges concern, it shifts responsibility to the doctor and doesn't directly address the patient's current emotional state or specific worry.
- C. This is dismissive and minimizes the patient's legitimate fears, which can shut down communication.
Therapeutic Communication: Reflection
A technique where the healthcare professional repeats or rephrases the patient's words or feelings to confirm understanding and encourage further expression.
- Validates patient's feelings.
- Promotes self-awareness in the patient.
- Helps clarify communication.
Memory trick: Active Listening, Empathy, Clarification, Reflection, Silence: A CERS.