Module 16: Quiz Flashcards
A medical assistant is checking in a patient who is hearing impaired. Which of the following actions should the assistant take?
(A) Speak loudly to the patient
(B) Use firm touch to get the patient’s attention
(C) Stand within the patient’s field of vision
(D) Minimize hand gestures when speaking to the patient
(C) Stand within the patient’s field of vision
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 conflicts to the supervisor
(C) Focus on achieving individual goals
(D) Demonstrate willingness to perform extra duties
(D) Demonstrate willingness to perform extra duties
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 and the identification line
(B) Between the dateline and the salutation
A patient in the waiting room approaches a medical assistant and states, “I’ve been waiting 30 minutes to see my doctor. Can’t you do something?” Which of the following responses by the assistant is an example of active listening?
(A) “You sound frustrated about how long you’ve been waiting.”
(B) “You won’t have to wait much longer. I promise.”
(C) “You don’t want to leave and miss your appointment, do you?”
(D) “Maybe you should file a complaint and reschedule the appointment.”
(A) “You sound frustrated about how long you’ve been waiting.”
During the admission process, a patient explains the manifestations of his chief complaint to the medical assistant. Which of the following actions should the assistant take?
(A) Provide advice about temporary relief measures
(B) Document the patient’s concerns in the medical record
(C) Reassure the patient that there is no immediate cause for worry
(D) Evaluate the relevance of the patient’s concerns
(B) Document the patient’s concerns in the medical record
A patient calls into the office to report that her medication is “not working.” Which of the following responses should the medical assistant make?
(A) “I will notify the provider about your situation.”
(B0 “You should keep taking the medication until it works.”
(C) “You should double the dose of the medication.”
(D) “I will call the pharmacy and authorize a refill for your medication.”
(A) “I will notify the provider about your situation.”
When communicating on the telephone with a patient, which of the following actions by a medical assistant demonstrates the use of appropriate technique for outgoing calls?
(A) Placing the patient on hold when accessing information
(B) Speaking with an unchanging pitch
(C) Holding the receiver a minimum of 5 cm (2 in) from the mouth
(D) Allowing the patient to be the one to end the call
(D) Allowing the patient to be the one to end the call
A medical assistant is speaking with a patient. Which of the following might occur as a barrier to communication?
(A) Empathy
(B) Rapport
(C) Stereotyping
(D) Active listening
(C) Stereotyping
A medical assistant is providing discharge instructions for a patient who is visually impaired. Which of the following actions should the assistant take?
(A) Use a low tone of voice when communicating with the patient
(B) Notify the patient when entering the room
(C) Use body gestures when communicating with the patient
(D) Provide small font printed material for the patient
(B) Notify the patient when entering the room
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 actions should the assistant take?
(A) Dissociate from the conversation
(B) Sympathize with the patient
(C) Defend the provider’s decision
(D) Acknowledge the patient’s concern
(D) Acknowledge the patient’s concern
A medical assistant is preparing a 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 closing is centered on the page
(D) The complimentary closing is centered on the page
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 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 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.”
(C) “Are you saying 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 actions should the assistant take?
(A) Displayn emotion
(B) Remain calm
(C) Avoid apologizing
(D) Speak loudly
(B) Remain calm
Which of the following elements is essential for successful teamwork?
(A) Related short-term and long-term goals
(B) Large number of team members
(C) Similar abilities and skill sets
(D) Suppression of negative information
(A) Related short-term and long-term goals
A medical assistant is checking in a patient who does not speak the same language as the assistant. Which of the following actions should the assistant take?
(A) Ask a bilingual staff member to assist with communication
(B) Address the patient by her first name
(C) Use medical terminology when speaking to the patient
(D) Avoid using body gestures when communicating
(A) Ask a bilingual staff member to assist with communication
