MCA NHA Prep Communication and Customer Service

To be a successful member of a team, which of the following actions should a medical assistant take?

• Include personal feelings in work decisions

• Report all team conflicts to the supervisor

• Focus on achieving individual goals

• Demonstrate willingness to to perform extra duties

A patient in the waiting room approaches an M.A. and states "I've been waiting 30 minutes to see my doctor. Can't you do something?" Which of the following responses by the M.A. is an example of active listening?

• "You sound frustrated about how long you have been waiting"

• "You won't have to wait too much longer, I promise"

• "You don't want to leave and miss your appointment, do you?"

• "Maybe you should file a complaint and reschedule the appointment"

An M.A. is preparing a business correspondence. Which of the following is a characteristic of the modified block letter style?

• Each paragraph is indented

• The signature is in all capitol letters

• All lines are flush with the left margin

• The complimentary closing is centered on the page

An M.A. is checking in a patient who is hearing impaired. Which of the following actions should the assistant take?

• Speak loudly to the patient

• Use firm touch to get the patient's attention

• Stand within the patient's field of vision

• Minimize hand gestures when speaking to the patient

An M.A. is providing discharge instructions for a patient who is visually impaired. Which of the following actions should the assistant take?

• Use a low tone of voice when communication with the patient

• Notify the patient when entering the room

• Use body gestures when communicating with the patient

• Provide small font printed material for the patient to read

In which of the following locations should the inside address appear in a business letter?

• Between the letter head and the dateline

• Between the dateline and the salutation

• Between the salutation and the subjectline

• Between the signature block and the identification line

An M.A. is checking in a patient who does not speak the same language as the assistant. Which of the following actions should the assistant take?

• Ask a bilingual staff member to assist with communication

• Address the patient by her first name

• Use medical terminology when speaking to the patient

• Avoid using body gestures when speaking

Which if the following elements is essential for successful teamwork?

• Related short and long term goals

• Large number of team members

• Similar abilities and skill sets

• Suppression of negative information

An M.A. is engaging in conversation with a patient who was recently terminated from the practice. The patient has come to the office and demands an explanation. Which of the following actions should the assistant take?

• Dissociate from the conversation

• Sympathize with the patient

• Defend the providers decision

• Acknowledge the patient's concern

A patient calls into the office to report that her medication is "not working." Which of the following responses should the medical assistant make?

• "I will notify the provider about the situation"

• "You should keep taking the medication until it works"

• "You should double the dose of the medication"

• "I will call the pharmacy to authorize a refill"