Crucial Exams

AAMA CMA Practice Question

During a busy afternoon at the clinic, a medical assistant notices a patient who appears upset after a longer than expected wait time to see their provider. The medical assistant acknowledges the inconvenience and would like to perform service recovery. What is the most appropriate initial action to take?

  • The medical assistant should explain the clinic's busy schedule and staffing issues as reasons for the delay.

  • The medical assistant should avoid addressing the patient's distress and wait for them to bring up any complaints directly.

  • The medical assistant should immediately offer a superficial apology without further discussion of the situation.

  • The medical assistant should provide an empathetic response, acknowledging the patient's inconvenience and expressing understanding of the situation.

AAMA CMA
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