What should a medical assistant do if they encounter a difficult patient?

Listening to the patient and empathizing with their concerns is crucial when dealing with a difficult patient. This approach helps build rapport, fosters trust, and can significantly de-escalate tense situations. By actively listening, the medical assistant makes the patient feel valued and understood, which can lead to a more productive interaction. Empathy allows the assistant to address the patient's feelings and validate their experiences, paving the way for better communication and resolution of any underlying issues.

The other options do not support an effective way to handle difficult patients. Ignoring complaints can lead to further frustration and dissatisfaction, as the patient feels unheard. Immediately escalating the issue to a physician may be unnecessary and can disrupt workflow if the situation could be resolved at the assistant level. Changing the subject might come off as dismissive or trivializing the patient's feelings, which can exacerbate their frustration rather than alleviate it. Properly addressing the patient's concerns with empathy fosters a positive environment that enhances patient care.