Which one of the following statements does not demonstrate effective communication skills in interacting with the patient:
a. Mr. Williams, I'm sorry you have been delayed. Only three patients remain ahead of you, and they too want to leave. Your wait will not be much longer, at most thirty minutes. You may reschedule the appointment if you like, or if you have errands close by, perhaps you could do a few, and come back in about thirty minutes.
b. In explaining office policy and procedures to a new patient, the front office assistant says, We strive to maintain a friendly, caring environment for all of our patients and always listen to their questions and concerns without making eye contact and using a tone that is rather flat.
c. Mrs. Pham, how nice to see you today. I'm sorry it's so wet out. Would you like me to hang your raincoat in the hallway?
d. Ms. Sparks, I know how concerned you are about your mother's condition. The doctor will be able to tell you more about her condition.
Question 2
HIPAA requires
a. Medical offices to inform patients how they handle their personal and health information.
b. Medical offices to maintain a professional attitude toward confidentiality.
c. Every medical insurance company to have their own policies for allowing medical office staff to obtain classified information about individual medical claims.
d. All the above.
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The medical assistant often has to reassure and comfort the patient before effective communication c
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