W3 Discussion Prompt: Medical Insurance Critical Thinking
Prompt: Professionalism and Communication
Alice works at the College Clinic for Dr. Practon. Alice sits at the front desk, checking patients in as they arrive for their scheduled appointments. An upset patient approached the front desk, talking in a very loud, demanding tone. Alice’s reaction and response to the patient was dismissive with an annoyed tone.
Address the following questions: Your responses to the questions must be thorough, clear, and concise, with a minimum of 250 words total.
What active listening skills could Alice have displayed when responding to the patient?
Was Alice effective in de-escalating the patient's aggressive behavior?
What would have been a more appropriate way of communicating with the patient?
Your post must be well written and formatted according to the California Campus IOT Writing Guide and APA-1.pdf Download California Campus IOT Writing Guide and APA-1.pdf. Your initial post to the prompt must comprise at least 250 words and is due by Wednesday at 11:59 p.m. PST. A minimum of two responses are required; this can include classmates and instructor. The responses must be at least 150 words and due by Sunday at 11:59 p.m. PST. NOTE: When responding to peers, share your own ideas or suggestions to help encourage others.
Answer (1)
Active listening is one of the most important skills in handling upset patients. Alice could have used skills such as maintaining eye contact, nodding to show attentiveness, and paraphrasing the patient’s concerns (“I understand you’re upset about the wait time”). These strategies would help the patient feel heard and respected. Empathy statements like, “I can see this situation is frustrating for you, let me help,” would also communicate genuine care.Alice was not effective in de-escalating the aggressive behavior. By responding with a dismissive and annoyed tone, she likely increased the patient’s frustration instead of calming them down. When healthcare workers fail to acknowledge emotions, patients may feel invalidated, which can lead to further conflict or even distrust toward the clinic.A more appropriate way for Alice to communicate would be to stay calm, keep her voice steady, and use respectful, professional language. She should first acknowledge the patient’s feelings (“I hear your concern, and I want to help resolve this quickly”). Then, she could offer solutions or clear information, such as explaining the process, checking the schedule, or seeking assistance from a nurse or doctor if needed. Using patience and compassion would have not only de-escalated the situation but also strengthened the patient’s trust in the clinic.In healthcare, professionalism and effective communication go hand in hand. By practicing active listening and empathy, employees like Alice can transform tense encounters into opportunities for building stronger patient relationships, ensuring both patient satisfaction and a positive clinic reputation.
