Questions: In encounters with irate or hostile patients, what is the best approach for an ophthalmic medical assistant to take? Recommend that they see another physician. Try to explain to them why they are being unreasonable. Listen calmly to complaints and apologize for any misunderstanding. Ignore them until they calm down.

The answer is: Listen calmly to complaints and apologize for any misunderstanding.

This approach may escalate the situation and make the patient feel dismissed or unimportant. It does not address the patient's concerns or attempt to resolve the issue.

Telling a patient they are being unreasonable can be perceived as confrontational and may exacerbate their hostility. It is important to validate their feelings and address their concerns rather than dismiss them.

This is the most effective approach as it involves active listening, which can help de-escalate the situation. Apologizing for any misunderstanding shows empathy and a willingness to resolve the issue, which can help build trust and improve the patient-provider relationship.

Ignoring a patient can make them feel undervalued and may increase their frustration. It is important to acknowledge their concerns and address them in a respectful manner.