Chapter 1: Effective Communication with Difficult Patients

Question 1

What can lead to anger and loss of control for some patients?

Answer 1

Pain, stress and anxiety.

Question 2

What does the MA should not ask the patient?

Answer 2

To calm down.

Question 3

What should the patient do to try to deescalate the situation?

Answer 3

Try to get the patient to sit down in a private office.

Question 4

What does the MA should when talking with the angry patient?

Answer 4

Make eye contact and keep a businesslike demeanor.

Question 5

What type of words should a MA use?

Answer 5

Reassurance words like “thank you for letting me know”.

Question 6

what does the MA should do when a patient is using threats, profanity or abuse?

Answer 6

“If you continue to use this language, I will ask you to leave”, “If you continue to use this language, I will be forced to end this call”.