Crucial Exams

AAMA CMA Practice Question

A medical assistant encounters a situation where a patient is verbally aggressive and begins to raise their voice in the clinic hallway, expressing dissatisfaction with the wait time. The medical assistant needs to de-escalate the situation. Which of the following actions is MOST appropriate?

  • Physically escort the patient out of the clinic if they refuse to lower their voice after one warning.

  • Leave the patient unattended in the hallway until they calm down on their own.

  • Maintain a calm, respectful demeanor, and offer to move the discussion to a more private area to discuss their concerns.

  • Immediately argue with the patient to correct any misinformation about the wait time and defend the clinic's policies.

AAMA CMA
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