WorksheetsCommunication and Customer Service
Total questions: 29
Worksheet time: 15mins
What action should a medical assistant take for a patient who is visually impaired?
Use a low tone of voice
Notify the patient when entering the room
Use body gestures
Provide small font printed material for the patient
What should you do if a patient does not speak the same language as you?
Ask a bilingual staff member to translate
Address the patient by their first name
Use medical terminology to speak with the patient
Avoid using body gestures to communicate
What should you do if a patient has a hearing impairment?
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
When interacting with a patient with moderate hearing loss, what action should you take?
Keep your hands still to avoid distracting the patient
Speak with a raised pitch/tone of voice
Use long sentences to keep the patient's attention
Remain within the patient's view to allow lip-reading
When speaking to an older adult, how can you ensure their understanding?
Speak louder to the patient
Stand beside the patient
Have additional medical staff present to explain information
Have the patient repeat the information
What could you do to ease a small child prior to administering an injection?
Show the child the needle
Use medical terminology when discussing the procedure
Tell the child it will not hurt
Explain the procedure in simple steps
What action should you take when communicating with someone who has a language barrier?
Talk at a louder volume
Maintain a closed posture
Use explanatory gestures
Notify the provider
What action should you take when communicating with an older adult?
Ask questions that require a simple yes or no answer
Observe the patient's nonverbal cues indicating understanding
Interrupt the patient to ask for clarification
Use endearing terms such as "sweetie" or "honey"
What action should you take when communicating with a patient who is hearing impaired and has a caregiver?
Speak directly to the patient's caregiver
Use written communication with the patient
Speak louder to the patient for better understanding
Position yourself above the patient's eye level
What action should you take when speaking with a patient who has mild hearing loss?
Obtain information from a family member
Speak using extended sentences
Increase the volume of speech
Stand in the patient's line of vision
What position should you choose when speaking to a patient who is hard of hearing?
Face the patient when speaking
Turn away from the patient
Speak very low when talking to the patient
Face the patient, speaking towards their bad ear
Which of the following might occur as a barrier to communication?
Empathy
Rapport
Stereotyping
Active listening
What action should you take to be a successful team member?
Include personal feelings in work decisions
Report all team conflicts to the supervisor
Focus on achieving individual goals
Demonstrate willingness to perform extra duties
A patient tells you that they have been waiting too long for their appointment. Which response is an example of active listening?
“You sound frustrated about how long you’ve been waiting.”
“You won’t have to wait 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.”
You are approached by a patient who is angry and yelling. What should you do?
Display emotion
Remain calm
Avoid apologizing
Speak loudly
Which of the following is essential for successful teamwork?
Related short-term and long-term goals
Large number of team members
Similar abilities and skill sets
Suppression of negative information
A patient was recently terminated from the practice and comes to the office demanding an explanation. What should you do?
Dissociate from the conversation
Sympathize with the patient
Defend the provider's decision
Acknowledge the patient's concern
A patient requests a female provider to perform her examination due to a religious conviction. A female provider is not available. What should you do?
Decline treatment of the patient
Assist the patient in locating a provider to accommodate their needs
Reassure the patient that the male provider will be respectful
Instruct the patient to visit an emergency room
A patient receives a terminal diagnosis and is crying. What should you do?
Ask them why they are crying
Tell them there is no reason to cry
Tell the provider immediately
Allow the patient to cry
What should a medical assistant do first to provide culturally competent care?
Learn a few phrases to greet patients of different cultures in the area
Examine personal religious and cultural values and beliefs to identify any biases in yourself
Prepare contact information for medical interpreters to assist with communication
Plan to use demonstration to indicate what the patient has to do during the visit
Which of the following demonstrates active listening?
Thinking about your response while the patient is talking
Focusing solely on the conversation
Interjecting in the conversation to offer solutions
Asking the patient to hold on the phone so they can answer a coworker's question
What action should you take when caring for a patient with anxiety?
Acknowledge the patient's anxiety
Administer anti-anxiety medications
Stand about 6 inches away from the patient
Maintain a closed posture towards the patient
What should you do when dealing with an angry patient?
Match the patient's energy
Stand closer to the patient so they will lower their voice
Allow the patient to talk through their anger
Tell the patient that the provider won't see them if they continue to act in anger
A patient is fidgeting and appears anxious. Which nonverbal communication style is the patient exhibiting?
Passive aggressive anger
Assertive communication
Passive communication
Manipulative communication
When a medical assistant is communicating with a patient who is upset, which of the following mechanisms indicates the assistant is receptive and listening?
Staring at the patient
Rubbing the patient's back
Smiling at the patient
Maintaining an open posture towards the patient
What should you do when an angry patient confronts you in the reception area?
Speak in an assertive tone
Escort the patient to a more private area
Ask the patient to leave
Call security to escort the patient outside
What action should you take when communicating with a diverse group of patients?
Incorporate generational terms
Include slang
Avoid eye contact
Use a calm tone of voice
If you are unable to successfully diffuse a situation with a patient, who should be notified?
Supervisor
Coworker
Provider
Patient's family member
Which action should you take when communicating with a patient?
Speak loudly
Use a neutral tone
Use slang
Speak quickly
