Questions: How should a medical assistant respond to a patient who calls the medical office to report severe epigastric pain?

How should a medical assistant respond to a patient who calls the medical office to report severe epigastric pain?
Transcript text: How should a medical assistant respond to a patient who calls the medical office to report severe epigastric pain?
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Solution

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The answer is: Formulate questions to gain more insight into the patient's complaint.

Explanation for each option:

  1. Pick up the call by the fourth ring.
    This option is not directly related to how a medical assistant should respond to a patient's report of severe epigastric pain. While answering calls promptly is important, it does not address the content or quality of the response to the patient's concern.

  2. Advise the patient to undergo appropriate examinations.
    While advising a patient to seek further medical evaluation might be necessary, it is not the first step in responding to a call about severe pain. The medical assistant should first gather more information to understand the situation better before suggesting any specific actions.

  3. Avoid using therapeutic communication skills while speaking.
    This option is incorrect because therapeutic communication skills are essential in healthcare settings. They help build rapport, ensure clear communication, and provide emotional support to patients. Avoiding these skills would be detrimental to effective patient interaction.

  4. Formulate questions to gain more insight into the patient's complaint.
    This is the correct response. By asking questions, the medical assistant can gather important information about the patient's symptoms, duration of pain, any associated symptoms, and other relevant details. This information is crucial for determining the urgency of the situation and advising the patient on the next steps, such as seeking immediate medical attention if necessary.

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