Open the attached document and read the storyline for Mr.

As a Medical Assistant, at times you are one of the first individuals to interact with a patient. From the time they enter the facility to the time they exit, it is all about ensuring that they have the most positive experience possible. There will be times when they may not have had the best experience prior to seeing you, such as a painful lab draw or an excessive wait time for an x-ray. Mrs. Davis reports to your department for her 2:00 pm 6-month follow-up appointment with Dr. Stratton. She appears to be agitated as you are assessing her vitals. She starts to share how she is dissatisfied with the lab and the excessive wait time that she experienced that day. Explain what you could do to help ensure that she has a positive experience with you and your provider? Would you share her concerns and experiences with anyone after her appointment is over?

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