Certified Medical Assistant (CMA AAMA)Communication and Legal/EthicalMedium
A medical assistant is providing pre-operative instructions to a patient scheduled for a colonoscopy. The patient repeatedly nods their head and says "mm-hmm" but avoids eye contact and has a furrowed brow. Which of the following responses by the medical assistant is most appropriate?
- AContinue with the instructions, assuming the patient understands.
- BAsk, "Do you have any questions about what I've explained so far?"
- CRethink the explanation, and simplify the language used.
- DSay, "It seems like something is unclear. Can you tell me in your own words what you understand?"
Show answer & explanationAnswer & explanation
Correct answer: D. Say, "It seems like something is unclear. Can you tell me in your own words what you understand?"
The patient's non-verbal cues indicate potential confusion or misunderstanding despite verbal affirmation. Using the 'teach-back' method (asking the patient to explain in their own words) is the most effective way to assess comprehension and address any gaps in understanding.
Why the other options are wrong
- A. Assuming understanding based on superficial cues can lead to poor patient outcomes if instructions are not followed correctly.
- B. A direct 'do you have questions?' often elicits a 'no' even when confusion exists, as patients may not want to appear unintelligent.
- C. While simplifying language might be necessary, it's a guess without first assessing the specific area of misunderstanding.
Teach-Back Method
A communication technique where a healthcare provider asks a patient to explain in their own words what they need to know or do.
- Confirms patient understanding, not provider's teaching skill.
- Identifies gaps in communication and learning.
- Empowers patients and reduces medical errors.
Memory trick: Don't just teach, ask them to preach.