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WorksheetsMCA NHA Prep Communication and Customer Service
Total questions: 15
Worksheet time: 8mins
To be a successful member of a team, which of the following actions should a medical assistant take?
Include personal feelings in work decisions
Report all team conflicts to the supervisor
Focus on achieving individual goals
Demonstrate willingness to to perform extra duties
A patient in the waiting room approaches an M.A. and states "I've been waiting 30 minutes to see my doctor. Can't you do something?" Which of the following responses by the M.A. is an example of active listening?
"You sound frustrated about how long you have been waiting"
"You won't have to wait too much longer, I promise"
"You don't want to leave and miss your appointment, do you?"
"Maybe you should file a complaint and reschedule the appointment"
An M.A. is preparing a business correspondence. Which of the following is a characteristic of the modified block letter style?
Each paragraph is indented
The signature is in all capitol letters
All lines are flush with the left margin
The complimentary closing is centered on the page
An M.A. is checking in a patient who is hearing impaired. Which of the following actions should the assistant take?
Speak loudly to the patient
Use firm touch to get the patient's attention
Stand within the patient's field of vision
Minimize hand gestures when speaking to the patient
An M.A. is providing discharge instructions for a patient who is visually impaired. Which of the following actions should the assistant take?
Use a low tone of voice when communication with the patient
Notify the patient when entering the room
Use body gestures when communicating with the patient
Provide small font printed material for the patient to read
In which of the following locations should the inside address appear in a business letter?
Between the letter head and the dateline
Between the dateline and the salutation
Between the salutation and the subjectline
Between the signature block and the identification line
An M.A. is checking in a patient who does not speak the same language as the assistant. Which of the following actions should the assistant take?
Ask a bilingual staff member to assist with communication
Address the patient by her first name
Use medical terminology when speaking to the patient
Avoid using body gestures when speaking
Which if the following elements is essential for successful teamwork?
Related short and long term goals
Large number of team members
Similar abilities and skill sets
Suppression of negative information
An M.A. is engaging in conversation with a patient who was recently terminated from the practice. The patient has come to the office and demands an explanation. Which of the following actions should the assistant take?
Dissociate from the conversation
Sympathize with the patient
Defend the providers decision
Acknowledge the patient's concern
A patient calls into the office to report that her medication is "not working." Which of the following responses should the medical assistant make?
"I will notify the provider about the situation"
"You should keep taking the medication until it works"
"You should double the dose of the medication"
"I will call the pharmacy to authorize a refill"
During the administration process, a patient explains the manifestations of his chief complaint to the M.A. Which of the following actions should the assistant take?
Provide advice about temporary relief measure
Document the patient concerns in the medical record
Reassure the patient that there is no immediate cause for worry
Evaluate the relevance of the patients concerns
When communication on the telephone with a patient, which of the following actions by an M.A. demonstrates the use of appropriate technique for outgoing calls?
Placing the patient on hold when accessing informaiton
Speaking with an unchanging pitch
Holding the receiver a minimum of 5 cm from the mouth
Allowing the patient to be the one to end the call
An M.A. is approached by a patient who is angry and yelling. Which of the following actions should the assistant take?
Display emotion
Remain calm
Avoid apologizing
Speak loudly
An M.A. is caring for a patient who is flustered and states "My doctor doesn't have any idea how to treat my condition."
"Your provider is doing everything she can to help you"
"Don't you want your provider to help you get better?"
"Are you saying that you don't think your provider knows how to help you?"
If you don't remain calm, we'll have to ask you to leave the office."
An M.A. is speaking with a patient. Which of the following might occur as a barrier to communication?
Empathy
Rapport
Stereotyping
Active listening
