Medical Assistant Prep / Unit 24 MAS 594 worked example, 60 to 90 seconds
Handling an Upset Patient
The idea
Upset patients are handled calmly and respectfully, with assertive communication rather than aggressive or passive responses.
In practice
Step one: listen fully without interrupting, so the patient feels heard. Step two: acknowledge the feeling, for example, "I can see this delay has been frustrating." Step three: speak with "I" statements about what you can do, rather than "you" statements, which can sound like an attack. Step four: offer the options you are allowed to offer, such as an update on the wait or a new appointment time. Step five: bring in a supervisor or provider for anything beyond your role. Step six: document significant complaints as the practice requires.
Where people slip
Aggressive responses provoke confrontation, and passive ones dodge the issue. If a situation threatens anyone's safety, follow the practice's emergency procedure at once.
Your place on the trail
Every lesson rests on earlier ones and opens later ones. Tap any to jump.
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