Certified Clinical Medical Assistant CCMA Practice Test

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Question: 1 / 110

An MA receives a phone call from a pt who is hesitant about discussing a new medical concern unless the conversation is with a provider. The assistant should use Which of the following techniques to address the pt's reluctance?

Ignore the patient's concern

Refer the patient to a different clinic

Ask the patient to come in person to discuss

Use a reflective statement to recognize the pt's concerns

The MA should use a reflective statement to recognize the patient's concerns because it shows empathy and understanding towards the patient's hesitation. Ignoring the concern (A), referring the patient to a different clinic (B), and asking the patient to come in person (C) may make the patient feel dismissed or unheard. It is important for the MA to build a trusting and open relationship with the patient, and using a reflective statement is an effective technique in addressing the patient's reluctance and demonstrating that the provider is attentive and willing to listen.

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