An angry patient confronts a medical assistant in the reception area. What action should the medical assistant take?

Escorting the patient to a more private area is the best course of action because it allows for a more controlled and respectful environment to address the patient's concerns. Confrontations in a public space can escalate, as other patients may become involved or overwhelmed by the situation. Moving the interaction to a private setting helps protect the patient’s privacy and dignity while also minimizing disruption in the reception area.

Engaging in a conversation in a quieter space can help to de-escalate the situation, as it conveys that the medical assistant is taking the patient seriously and values their concerns. This approach fosters a more constructive dialogue and can lead to a resolution of any issues the patient may have.

In contrast, being assertive in tone may further agitate the patient instead of calming them. Calling for security should be reserved for situations where there is an immediate threat to safety, while ignoring the patient could worsen their anger and create additional tension. These alternatives do not effectively address the need for conflict resolution or patient care.