As a Certified Clinical Medical Assistant, and working in the Healthcare world in general, you will deal with a diverse population of patients, and a broad variety of concerns.
Helping patients who are going through the stages of grief, de-escalating tense situations, and knowing when to ask for help, are just some examples of the situations that involve addressing our patients' concerns.
How can Medical Assistants handle when a patient is hesitant to share sensitive information? How can they demonstrate empathy to patients who are nervous or distressed? Here, we explore some strategies for handling patient interactions, and persevering through these emotionally intense scenarios.
Validating Concerns Without Pushing Your Own Boundaries
As a medical professional, validating patient concerns while maintaining personal and professional boundaries is essential for effective care. Actively listening, showing empathy, and acknowledging their feelings without overcommitting or making unrealistic promises help build trust.
Using phrases like “I hear you, and I understand why this is concerning for you” validates their experience without imposing your own views. Setting clear expectations and staying within your expertise ensures you provide support while protecting your own well-being. It is all about finding the balance between compassion and professional objectivity that allows you to validate concerns authentically without overextending yourself.
Showing Empathy
Showing empathy as a medical professional goes beyond words—it’s about truly connecting with your patient’s experience. Maintaining eye contact and acknowledging their emotions with statements like “That sounds really difficult, and I’m here to help.” in a calm and reassuring tone, can be a way to show support without dismissing their concerns. Small gestures, like offering them a tissue or a moment of silence to let them process, can speak volumes. By treating each patient with kindness, patience, and respect, you create a safe space where they feel valued.
Critical Soft Skills
Soft skills are imperative for medical professionals to go beyond their clinical expertise. These skills shape your patient interactions, and make you stand out in the healthcare team. Strong communication skills are key when providing clear explanations and addressing patient concerns. Speaking clearly and actively listening to their needs builds trust in your patient education responsibilities and builds rapport with these crucial relationships.
Being empathetic allows you to connect with patients on a human level, while adaptability helps you navigate unpredictable situations with confidence. Strong teamwork fosters collaboration, and emotional intelligence enables you to manage stress and respond to challenges with composure. By mastering these soft skills, healthcare workers enhance patient care, improve workplace relationships, and create a more compassionate healthcare environment.
What Students Have to Say:
How did you feel during the interaction, and what did you learn about yourself as a new Clinical Medical Assistant?
Hannah Hibst: “During the interaction I felt very upset for the patient, it tears at my heart seeing other people deal with grief in any shape or form. But, I know I need to remain professional. As a new Clinical Medical Assistant, I learned all patients aren't going to be easy, some days are going to be hard, but that's why I'm here. I've always had a passion to help people. If I can make someone's day just a little better, I feel like my day as a MA is complete”.
How did you provide emotional support to the patient? Did you actively listen, offer comforting words, or use any specific techniques to validate their feelings?
Hannah Hibst: “The first patient I had dealing with grief didn't want to talk about it with me and my other MA, he only wanted to talk to the doctor. He was then mad he even had to come to the doctors office because he thought it was pointless, he was just depressed. He was in the denial/anger stage of grief. So I sat there and listened to him talk. I showed I was there for him by showing appropriate body language and telling him I was there for him if he needed anything and needed to talk.”
What Managers Have to Say:
How important is body language in addressing patient concerns, and how do you use it effectively?
Lissette Rose: “Body language is extremely important in addressing patient concerns because it reinforces verbal communication, conveys empathy, and helps build trust. Nonverbal cues can either reassure patients or unintentionally increase their anxiety.”
How do you comfort patients dealing with fear, grief, or frustration?
Lissette Rose: “By addressing fears, supporting their grief and managing their frustrations by using a calm soothing tone and possibly offering a solution.”
Final Thoughts
Addressing patients’ concerns is a crucial part of providing compassionate and effective healthcare. By honing essential soft skills, medical professionals can create a supportive environment where patients feel heard and respected. Each interaction is an opportunity to build trust and ease anxieties, reinforcing the vital role that empathy and communication play in patient care. As a medical professional, balancing compassion with professional boundaries ensures both the patient’s well-being and your own. With these strategies, you can learn to navigate even the most challenging patient interactions with confidence and care.
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