Certified Medical Assistant (CMA AAMA)Communication and Legal/EthicalMedium
A medical assistant is preparing to administer a vaccine to an adult patient. The patient states, 'I read online that vaccines cause autism, so I don't want it.' Which of the following is the most appropriate initial response by the medical assistant?
- A“The doctor can explain why that's not true if you want.”
- B“I understand you have concerns. Can you tell me more about what you read?”
- C“You're risking your health and the health of others by not getting vaccinated.”
- D“That information has been disproven by scientific studies.”
Show answer & explanationAnswer & explanation
Correct answer: B. “I understand you have concerns. Can you tell me more about what you read?”
When faced with patient concerns based on misinformation, the initial and most therapeutic response is to acknowledge their feelings and invite them to share more about their specific concerns. This approach builds trust, allows the medical assistant to understand the patient's perspective, and opens a pathway for providing accurate, tailored information.
Why the other options are wrong
- A. Shifting the responsibility to the doctor without first engaging the patient can be seen as avoidance and doesn't address the immediate interaction.
- C. This is a judgmental and confrontational statement that will likely cause the patient to become defensive and less receptive to information.
- D. While factually correct, this response can be dismissive and shut down communication, making the patient feel unheard.
Addressing Patient Misinformation
A therapeutic communication approach that involves actively listening to a patient's concerns, acknowledging their feelings, and then providing accurate, evidence-based information in a non-judgmental way.
- Start with empathy and active listening.
- Understand the source of their concerns.
- Provide factual information without being dismissive.
Memory trick: Acknowledge, Explore, Educate, Reassure: AEER.