Certified Medical Assistant (CMA AAMA)Communication and Legal/EthicalEasy
A medical assistant is preparing to escort a patient with a known history of anxiety into an examination room. The patient appears visibly distressed, is wringing their hands, and avoids eye contact. Which of the following therapeutic communication techniques should the medical assistant use FIRST?
- ADirectly ask the patient, "Why are you so anxious today?"
- BAcknowledge the patient's apparent distress and offer a comforting statement.
- CImmediately provide a detailed explanation of the upcoming examination.
- DTell the patient to take a deep breath and calm down before proceeding.
Show answer & explanationAnswer & explanation
Correct answer: B. Acknowledge the patient's apparent distress and offer a comforting statement.
Acknowledging the patient's non-verbal cues and expressing empathy is a foundational step in therapeutic communication, especially with an anxious patient. This helps build rapport and trust before proceeding with further interactions.
Why the other options are wrong
- A. Asking 'why' can sound accusatory and may make the patient more defensive or anxious.
- C. Providing detailed information too soon might overwhelm an already anxious patient.
- D. Telling a patient to 'calm down' can be dismissive and unhelpful, often increasing anxiety.
Empathic Communication
The ability to understand and share the feelings of another, crucial for building rapport and trust in healthcare settings.
- Involves active listening and observing non-verbal cues.
- Helps patients feel heard and understood.
- Reduces anxiety and promotes cooperation.
Memory trick: Connect first, then collect.