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nha module 16 questions and answers 100% correct 2023
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nha module 16 questions and answers 100% correct 2023
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nha module 16: Communication andCustomer Service
To be a successful member of a team, which of the following actions should a medical
assistant take? - correct answer demonstrate willingness to perform extra duties
A patient in the waiting room approaches a medical assistant and states, "I've been
waiting 30 minutes to see my doctor. Can't you do something?" Which of the following
responses by the assistant is an example of active listening? - correct answer "You
sound frustrated about how long you've been waiting."
A medical assistant is preparing a business correspondence. Which of the following is a
characteristic of the modified block letter style? - correct answer The complimentary
closing is centered on the page
A medical assistant is checking in a patient who is hearing impaired. Which of the
following actions should the assistant take? - correct answer Stand within the patient's
field of vision.
A medical assistant is providing discharge instructions for a patient who is visually
impaired. Which of the following actions should the assistant take? - correct answer
Notify the patient when entering the room.
In which of the following locations should the inside address appear in a business
letter? - correct answer Between the dateline and the salutation
A medical assistant is checking in a patient who does not speak the same language as
the assistant. Which of the following actions should the assistant take? - correct answer
Ask a bilingual staff member to assist with communication.
Which of the following elements is essential for successful teamwork? - correct answer
related short-term and long-term goals
A medical assistant is engaging in conversation with a patient who was recently
terminated from the practice. The patient has come to the office and is demanding an
explanation. Which of the following actions should the assistant take? - correct answer
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? - correct answer "I will notify
the provider about your situation."
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