A medical assistant encounters a situation where a patient is verbally aggressive and begins to raise their voice in the clinic hallway, expressing dissatisfaction with the wait time. The medical assistant needs to de-escalate the situation. Which of the following actions is MOST appropriate?
Immediately argue with the patient to correct any misinformation about the wait time and defend the clinic's policies.
Physically escort the patient out of the clinic if they refuse to lower their voice after one warning.
Leave the patient unattended in the hallway until they calm down on their own.
Maintain a calm, respectful demeanor, and offer to move the discussion to a more private area to discuss their concerns.
Maintaining a calm and respectful demeanor and ensuring a safe distance from the agitated patient is essential in de-escalation. Offering a private place to discuss the patient's concerns can help the patient feel heard and may diffuse the tension. Arguing with the patient or forcibly escorting them out without first attempting to address their concerns can escalate the situation, and leaving the patient unattended may not resolve the conflict or prevent further disruption.
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