Medical assistants’ appearance should signal a clean, safe environment for patients. Choosing appropriate attire and being well-groomed are extremely important. Guidelines to follow include:
Careful attention to the variety of verbal and nonverbal forms of communication that you engage in helps to create an overall positive client experience. Greet patients in a courteous, respectful manner as they arrive to help them feel comfortable. It is important to address patients formally by their title and last name, such as “Mr. Sanchez” or “Ms. Bestock,” and to avoid overly familiar terms such as “Honey” or “Sweetie,” which patients may find disrespectful.
Take care to provide instruction to patients in terms they can understand. Doing so will help patients understand and implement their treatment plan or instructions. When preparing correspondence to providers and/or patients, write formal letters using standard formatting and correct grammar and punctuation; these qualities communicate professionalism. Finally, never diagnose a patient, and never assure a patient that “everything will be all right.” Although it is important to be honest and ethical, do not work beyond your scope of practice.
Medical assistants have access to a large amount of sensitive patient information that may include diagnosis, insurance concerns, and family issues. Consequences of failure to abide by standards of confidentiality are serious. Such a lapse could result not only in job loss but also legal action. Adhering to strict confidentiality standards is imperative not only in the workplace, but also in public: Patient information should never be divulged. Do not make copies of records unless instructed, because doing so risks sharing information with unauthorized individuals. Assure that phone conversations are private, and be cautious when faxing or emailing information. Always note to the recipient that such information is confidential.
Patients in the health care environment are often frightened and vulnerable. Although you should never intrude and ask patients for details unless instructed to by the health care provider, you should treat all patients and their families with respect and kindness. This affirms that you do care about their health and well-being. Actively listen to the patient, and convey serious concerns to the provider.
Thinking critically means making clear, reasoned judgments and acting on them. The medical assistant plays a crucial role in the efficient functioning of an office and performing patient triage. Critical thinking involves:
Everyone involved in health care serves a vital role in ensuring that patients receive the best care possible and that the goals of the organization are achieved. As an important member of the health care team, the medical assistant must be able to function as part of a cohesive unit in order to meet patient needs and achieve goals.