NHA quiz - Communication and Customer Service

A medical assistant is checking in a patient who does not speak the same language as the medical assistant. Which of the following actions should the medical assistant take?

a. ask a bilingual staff member to assist with communication

b. address the patient by first name

c. use medical terminology when speaking to the patient

d. avoid using the body gestures when communicating

ask a bilingual staff member to assist with communication

A medical assistant is speaking with a patient. Which of the following might occur as a barrier to communication?

a. empathy

b. rapport

c. active listening

d. stereotyping

stereotyping

A medical assistant is checking in a patient who has hearing loss. Which of the following actions should the medical assistant take?

a. speak loudly to the patient

b. stand within the patients field of vision

c. use firm touch to get the patients attention

d. minimize hand gestures when speaking

stand within the patients field of vision

A medical assistant is providing discharge instructions for a patient who has visually impairment. Which of the following actions should the medical assistant take?

a. use a low tone when communicating

b. notify the patient when entering the room

c. use body gestures when communicating

d. provide small font printed material

notify the patient when entering the room

A patient calls into the office to report that a medication is not working. Which of the following responses should the medical assistant make?

a. "I will notify the provider about your situation"

b. "you should keep taking the medication until it works"

c. "you should double the dose of the medication

d. "I will call the pharmacy to authorize a refill for your medication"

"I will notify the provider about your situation"

During the admission process, a patient explains manifestations of a chief complain to a medical assistant. Which of the following actions should the medical assistant take?

a. provide advice about temporary relief measures

b. document the patients concerns in the medical record

c. reassure the patient that there is no immediate cause for worry

d. evaluate the relevance of the patients concerns

document the patients concerns in the medical record

When communicating on the telephone with a patient, which of the following action by a medical assistant demonstrates the use of appropriate technique for outgoing calls?

a. placing the patent on hold when accessing information

b. speaking with an unchanging pitch

c. holding the receiver a minimum 5 cm (2 in) from the mouth

d. allowing the patient to be the one to end the call

allowing the patient to be the one to end the call

A medical assistant is preparing business correspondence. Which of the following is a characteristic of the modified block letter style?

a. each paragraph is indented

b. the signature is in all capital letters

c. all lines are flush with the left margin

d. the complimentary losing is centered on the page

the complimentary losing is centered on the page

In which of the following locations should the inside address appear in a business letter?

a. between the letterhead and the dateline

b. between the dateline and the salutation

c. between the salutation and the subject line

d. between the signature block and the identification line

between the dateline and the salutation

A medical assistant is caring for a patient who is frustrated and states, "My doctor doesn't have any idea how to treat my condition." Which of the following responses by the medical assistant is an example of therapeutic communication?

a. "your provider is doing everything she can to help you"

b. "don't you want your provider to keep trying to help you get better"

c. "are you saying that you don't think your provider knows how to help you"

d. "if you don't remain calm, we'll have to ask you to leave the office"

"are you saying that you don't think your provider knows how to help you"

A medical assistant is approached by a patient who is angry and yelling. Which of the following action should the medical assistant take?

a. display emotion

b. remain calm

c. avoid apologizing

d. speak loudly

remain calm

A patient in a waiting room approaches a medical assistant and states, "Ive been waiting 30 minutes to see my doctor. Cant you do something?" Which of the following responses by the medical assistant is an example of active listening?

a. "you sound frustrated about how long you've been waiting"

b. "you wont have to wait much longer. I promise"

c. "you don't have to leave and miss your appointment, do you?"

d. "maybe you should file a complaint and reschedule the appointment"

"you sound frustrated about how long you've been waiting"

A medical assistant is engaging in conversation with a patient who was recently terminated from the practice. The patient has come to the office and is demanding an explanation. Which of the following action should the medical assistant take?

a. dissociate from the conversation

b. sympathize with the patient

c. defend the provider decision

d. acknowledge the patients concern

acknowledge the patients concern

To be a successful member of a team, which of the following actions should a medical assistant take?

a. include personal feelings in work decisions

b. report all team conflict to the supervisor

c. focus on achieving individual goals

d. demonstrate willingness to perform extra duties

demonstrate willingness to perform extra duties

Which of the following elements is essential for successful teamwork?

a. related short term and long term goals

b. large number of members

c. similar abilities and skill sets

d. suppression of negative information

related short term and long term goals