Certified Clinical Medical Assistant CCMA Practice Test

A pt tells an MA that his provider's office is incompetent, as there is no improvement in his condition. Which of the following is an appropriate response for the assistant to make?

1. "I think that you feel that your treatment is not effective"

2. "I'm sorry you feel that way. Would you like to discuss your concerns further?"

3. "The provider is doing their best to help you. Have patience"

4. "Maybe it's time to switch to a different provider"

The correct answer is: "I think that you feel that your treatment is not effective"

Acknowledging a patient’s feelings is an essential aspect of effective communication in healthcare. By stating, "I think that you feel that your treatment is not effective," the assistant demonstrates active listening and empathy toward the patient's concerns. This response allows the patient to feel heard and validated, which can be important for their emotional well-being. This approach encourages open dialogue and provides the patient with a space to express their feelings further. It does not immediately dismiss their feelings or concerns, nor does it place blame or make judgments about the provider's abilities. Instead, it reflects an understanding of the patient's experience and fosters a collaborative approach to addressing the issue, which is critical in maintaining a positive patient-provider relationship. In contrast, other responses might not effectively support the patient’s emotional needs or could lead to further dissatisfaction. For instance, saying "I'm sorry you feel that way. Would you like to discuss your concerns further?" while sympathetic, does not directly recognize the patient's specific feeling regarding treatment effectiveness. Meanwhile, suggesting that the provider is doing their best could come off as dismissive, and recommending a change of provider may seem premature without further discussion on the current treatment plan.