CMAS Communication & Client Relations 3 — Questions and Answers
Question 1: A patient requests copies of their medical records. Under HIPAA, within how many days must a covered entity generally fulfill this request?
- 10 days
- 20 days
- 30 days (Correct answer)
- 60 days
Correct answer: 30 days
HIPAA requires covered entities to provide access to medical records within 30 days, with one possible 30-day extension if notified in writing.
Question 2: Which of the following BEST describes therapeutic communication in a healthcare setting?
- Using technical medical terminology to reassure patients
- Employing empathetic listening and purposeful responses to support patient well-being (Correct answer)
- Avoiding emotional topics to maintain professional boundaries
- Speaking only when directly asked a question
Correct answer: Employing empathetic listening and purposeful responses to support patient well-being
Therapeutic communication uses empathy and purposeful interaction to build trust and support the patient's emotional and informational needs.
Question 3: When communicating bad news to a patient over the phone on behalf of a provider, what is the MOST appropriate action?
- Relay all details quickly to minimize the patient's stress
- Schedule an in-person appointment for the provider to deliver the news directly (Correct answer)
- Leave a detailed voicemail with all relevant information
- Send the information via standard mail
Correct answer: Schedule an in-person appointment for the provider to deliver the news directly
Sensitive news such as a serious diagnosis should be delivered by the provider in person, not relayed by administrative staff over the phone.
Question 4: A patient with hearing loss comes to the front desk. Which accommodation is the medical office MOST legally obligated to provide under the ADA?
- Speak louder so the patient can hear
- Provide written notes as the only form of communication
- Offer effective communication aids such as a sign language interpreter or real-time captioning (Correct answer)
- Refer the patient to a specialist facility
Correct answer: Offer effective communication aids such as a sign language interpreter or real-time captioning
The Americans with Disabilities Act requires healthcare providers to furnish effective communication aids for patients with hearing disabilities.
Question 5: Which of the following is considered a barrier to effective patient communication?
- Using open-ended questions
- Maintaining eye contact
- Using medical jargon without explanation (Correct answer)
- Confirming the patient's understanding
Correct answer: Using medical jargon without explanation
Using unexplained medical jargon creates confusion and prevents patients from fully understanding their health information.
Question 6: A new patient appears anxious during intake. Which nonverbal behavior MOST helps to reduce patient anxiety?
- Standing over the patient while reviewing forms
- Making minimal eye contact to avoid pressure
- Sitting at the patient's level and maintaining a relaxed, open posture (Correct answer)
- Keeping arms crossed to maintain a professional appearance
Correct answer: Sitting at the patient's level and maintaining a relaxed, open posture
Sitting at the patient's level with an open posture conveys approachability and helps reduce anxiety during the intake process.
Question 7: When a patient asks a question outside the medical administrative specialist's scope of practice, the BEST response is to:
- Answer based on personal knowledge to be helpful
- Refer the question to the appropriate clinical staff member (Correct answer)
- Tell the patient you cannot help them
- Look up the answer on the internet and relay it
Correct answer: Refer the question to the appropriate clinical staff member
Medical administrative specialists must recognize scope-of-practice limits and direct clinical questions to qualified clinical staff.
CMAS Communication & Client Relations 3
A patient requests copies of their medical records.
Under HIPAA, within how many days must a covered entity generally fulfill this request?