Certified Medical Assistant (CMA AAMA)Communication and Legal/EthicalMedium
A medical assistant is preparing to administer an intramuscular injection to an adult patient. The patient expresses significant anxiety, stating, "I'm really scared of needles, and I don't want this shot." Which of the following therapeutic communication techniques should the medical assistant use FIRST?
- AAsk the patient if they would prefer to reschedule the injection.
- BExplain the importance of the medication for their health.
- CAcknowledge the patient's fear and validate their feelings.
- DReassure them that the injection will only hurt for a moment.
Show answer & explanationAnswer & explanation
Correct answer: C. Acknowledge the patient's fear and validate their feelings.
Acknowledging and validating a patient's feelings is the first step in therapeutic communication, especially when they express distress. This builds rapport and trust before addressing the practical aspects of care.
Why the other options are wrong
- A. Rescheduling might be an option later, but the immediate concern is to address the patient's expressed fear through communication.
- B. Explaining the importance, while relevant, comes after acknowledging the patient's immediate emotional state.
- D. Providing false reassurance can minimize the patient's feelings and erode trust.
Therapeutic Communication
A process of interaction between healthcare professionals and patients that facilitates the patient's well-being and health.
- Focuses on the patient's needs.
- Employs active listening and empathy.
- Aims to build trust and rapport.
Memory trick: Listen, Empathize, Then Act.