While patient is speaking the MA should...

Documenting in the Electronic Health Record (EHR) during a patient conversation can detract from the interaction. It may signal to the patient that their concerns are not being prioritized, leading to a disconnect in the communication process. Effective patient engagement requires active listening rather than multitasking.

Crossing arms is often perceived as a defensive or closed-off posture, which can hinder open communication. This body language may make the patient feel uncomfortable or judged, potentially discouraging them from expressing their concerns fully.

Leaning away from the patient can create a physical barrier and suggest disinterest or discomfort. This behavior can be interpreted as a lack of engagement or empathy, which is detrimental to building a positive patient-provider relationship and can affect the quality of the interaction.