Certified Clinical Medical Assistant CCMA Practice Test

An MA receives a phone call from a patient who seems anxious about the results of a test. Which of the following responses should the assistant make?

1. We will let you know the results when you come for your next appointment.

2. I cannot provide any information over the phone.

3. Don't worry, everything is fine with your results.

4. I know you are concerned about your test results. We will call you as soon as your results come in.

The correct answer is: I know you are concerned about your test results. We will call you as soon as your results come in.

The response that acknowledges the patient's anxiety and provides reassurance is the most appropriate choice. By stating, "I know you are concerned about your test results. We will call you as soon as your results come in," the medical assistant demonstrates empathy and understanding, which can help alleviate the patient's anxiety. This approach helps to build trust and rapport, emphasizing that the patient's feelings are valid and that the office is attentive to their needs. Offering reassurance while maintaining professionalism, this response indicates that the office is proactive about communicating results and cares about the patient's well-being. It's also appropriate in a clinical setting, as it avoids any potential breach of confidentiality while still addressing the patient's concerns effectively. While the other options may provide some level of information, they either lack empathy, do not engage with the patient's feelings, or do not effectively communicate the office's commitment to providing results in a timely manner.