National Center for Competency Testing (NCCT) Medical Assistant Practice Test

When handling a patient complaint, what is the most appropriate action to take?

1. Match the patient's anger level to calm them down

2. Take all complaints seriously and take thorough notes

3. Refuse to talk to complaining patients; let the doctor handle it

4. No correct answer

The correct answer is: Take all complaints seriously and take thorough notes

Taking all complaints seriously and documenting them thoroughly is essential in a medical setting for several reasons. First, it shows the patient that their concerns are valued and taken into account, which is crucial for maintaining trust and rapport. When patients feel heard, they are more likely to express their issues openly, allowing for better resolution. Thorough note-taking serves as a critical component of the complaint management process. It ensures that specific details about the complaint are captured accurately, which is vital for any future reference or follow-up actions. This documentation can be used to identify patterns in patient feedback, which may highlight areas that require improvements in services, processes, or patient care. Moreover, taking a comprehensive approach to patient complaints can help in risk management. If a complaint escalates into a larger issue, written records can provide context and support when addressing potential liabilities. In contrast, trying to match a patient's anger could escalate the situation further, and refusing to engage with patients would diminish the practice's ability to address and resolve issues effectively, leading to dissatisfaction and potential loss of patients. Thus, acknowledging and documenting patient complaints addresses their immediate concerns while contributing to the overall improvement of care and service quality.