Certified Medical Assistant (CMA AAMA)Communication and Legal/EthicalEasy
A medical assistant is preparing to perform a venipuncture on a patient. The patient states, "I'm really nervous about needles." Which of the following therapeutic communication techniques should the medical assistant use to acknowledge the patient's feelings?
- A"You shouldn't be nervous; it's just a small poke."
- B"Would you like to reschedule your appointment?"
- C"It's understandable to feel nervous; many people do."
- D"Don't worry, it'll be over before you know it."
Show answer & explanationAnswer & explanation
Correct answer: C. "It's understandable to feel nervous; many people do."
Acknowledging and validating a patient's feelings is a key component of therapeutic communication. Option B directly validates the patient's nervousness without minimizing it or offering false reassurance, fostering trust and rapport.
Why the other options are wrong
- A. This statement is dismissive and judgmental, potentially making the patient feel worse.
- B. While rescheduling might be an option in some cases, it avoids addressing the patient's current emotional state and is not a therapeutic communication technique in this context.
- D. This statement offers false reassurance and minimizes the patient's feelings, which can be dismissive.
Validation in Therapeutic Communication
Validation is the act of acknowledging and accepting a patient's feelings, thoughts, and experiences as legitimate and understandable, even if you don't fully agree with them.
- Builds rapport and trust.
- Helps patients feel heard and understood.
- Reduces defensiveness and promotes open communication.
Memory trick: Validate feelings, don't just 'fix' them.