22 Communication, Law & Ethics Practice Questions & Answers

Every Communication, Law & Ethics practice question from the CCMA Practice Test (NHA Clinical Medical Assistant), with the correct answer and a short explanation.

Start practice test →

1. After a medical assistant explains how to prepare for an upcoming procedure, the patient restates the instructions in her own words so the medical assistant can confirm she understood. In the communication cycle, what does this restatement represent?
- A.Message
- B.Feedback✓ Answer
- C.Channel
- D.Receiver
Feedback is the receiver's response to the sender. It closes the communication cycle by showing whether the message was understood, and restating instructions (teach-back) is a classic form of feedback. The patient is the receiver, but her restatement is the feedback step, not the receiver role. The channel is the medium (spoken words), and the message is the original instructions.
Ref QB-EYRDBASource: NHA CCMA Test Plan — Domain 6F Communication cycle and feedbackReport a problem with this question
2. While being roomed, a patient tells the medical assistant that she has had stomach pain for several days. Which question is the best way to encourage her to describe it in her own words?
- A.Why did you wait so long to come in today?
- B.Tell me about the pain you have been having.✓ Answer
- C.Is the pain worse after you eat a meal?
- D.Would you say the pain is severe right now?
Open-ended prompts such as 'Tell me about...' cannot be answered with yes or no, so they draw out the patient's own description of onset, character and pattern. Questions about meals or severity are closed-ended and limit the answer to yes/no or a single fact, which is useful only for follow-up. A 'why' question sounds judgmental and makes patients defensive.
Ref QB-VF8WJ8Source: NHA CCMA Test Plan — Domain 6F Open-ended, closed-ended and probing questionsReport a problem with this question
3. While waiting for the provider, a patient says, "I'm so scared this lump is going to be cancer." Which response by the medical assistant is MOST therapeutic?
- A.You sound worried about what the results will show.✓ Answer
- B.Why would you assume the worst before the results?
- C.Don't worry, most lumps turn out to be harmless.
- D.Let's talk about your weekend plans instead.
Reflecting the patient's feelings acknowledges the emotion and invites her to keep talking, and it does not have the MA predict a diagnosis, which is outside MA scope. 'Don't worry' is false reassurance: it dismisses the fear and implies a result no one knows yet. A 'why' question puts the patient on the defensive, and changing the subject blocks communication.
Ref QB-DYD369Source: NHA CCMA Test Plan — Domain 6F Therapeutic communication: reflecting vs false reassuranceReport a problem with this question
4. A patient with significant hearing loss tells the medical assistant that she relies on lip-reading. Which technique should the medical assistant use when giving her instructions?
- A.Face her in good light and speak clearly.✓ Answer
- B.Raise your voice and use a higher pitch.
- C.Stand beside her and speak into one ear.
- D.Exaggerate each word and speak very slowly.
Lip-readers need to see the speaker's whole face. The MA faces the patient in good lighting, reduces background noise and speaks clearly at a normal pace, adding written notes or an interpreter as needed. Shouting and a higher pitch distort speech, and high frequencies are usually the first to be lost. Speaking into one ear hides the lips, and exaggerated mouth movements make lip-reading harder, not easier.
Ref QB-UFVJD7Source: NHA CCMA Test Plan — Domain 6C Special considerations: hearing impairmentReport a problem with this question
5. A patient with mild dementia arrives with his daughter, who is his caregiver. The provider has asked the medical assistant to review the patient's new home-care instructions. Which approach is MOST appropriate?
- A.Use precise medical terms so nothing is missed.
- B.Speak loudly and slowly, as you would to a child.
- C.Speak only to the daughter and skip the patient.
- D.Give one short step at a time and use teach-back.✓ Answer
Patients with cognitive impairment understand best with short, simple sentences, one instruction at a time, and teach-back to confirm understanding. The caregiver is included so she can reinforce the plan. Ignoring the patient takes away his dignity and his right to take part in his own care. Medical jargon is a barrier to understanding, and talking to an adult as if he were a child ('elderspeak') is disrespectful.
Ref QB-CY2RY7Source: NHA CCMA Test Plan — Domain 6C Special considerations: cognitive impairmentReport a problem with this question
6. A patient's insurance card and registration list a legal first name of Michael. At check-in, the patient says, "I go by Mia and use she/her pronouns." What should the medical assistant do?
- A.Avoid using any name or pronoun during the visit.
- B.Use Mia and she/her, and note them in the EHR.✓ Answer
- C.Use the legal name, since it matches the insurance.
- D.Use Mia only after the provider approves the change.
The MA respects the patient's stated name and pronouns and records them in the EHR's preferred-name and pronoun fields so that every staff member uses them. The legal name stays on file for identification and billing. Insisting on the legal name or waiting for provider approval disrespects the patient's gender identity. Avoiding names altogether is awkward and still fails to acknowledge her.
Ref QB-TFH886Source: NHA CCMA Test Plan — Domain 6B Gender identity and pronoun useReport a problem with this question
7. A patient explains that her religious beliefs require that only female staff examine her. The provider scheduled for today is male. What is the medical assistant's BEST response?
- A.Flag all patients of her faith for female staff.
- B.Respect the request and seek a female provider.✓ Answer
- C.Explain that the provider cannot be changed today.
- D.Have her sign a refusal form and end the visit.
Respecting religious and cultural modesty practices means accommodating the request when possible and letting the patient choose. Options include a female provider, another appointment or a female chaperone. Refusing outright ignores her rights. Applying the request to everyone of her faith is a stereotype, because it treats a group generalization as fact for each individual. A refusal form is not the first step.
Ref QB-BYPDT6Source: NHA CCMA Test Plan — Domain 6A Cultural and religious considerations; stereotypes and biasReport a problem with this question
8. A man calls and says he is a patient's husband. He asks for her recent lab results and correctly gives her full name and date of birth. The chart has no authorization naming him. What should the medical assistant do?
- A.Share the results, since a spouse is next of kin.
- B.Decline and explain that her authorization is needed.✓ Answer
- C.Share only the normal results, not abnormal ones.
- D.Share the results, since he verified two identifiers.
Under the HIPAA Privacy Rule, PHI may be given by phone only to the patient or to a person she has authorized. The MA politely declines and can offer to have the patient call or sign an authorization. Two identifiers confirm which patient's record is involved, not the caller's right to see it. Marriage does not by itself grant access, so the office does not release her results, normal or abnormal, to him without her authorization.
Ref QB-SF6W25Source: HIPAA Privacy Rule — authorization for disclosures (45 CFR 164.508); NHA CCMA Test Plan Domain 6G HIPAA-compliant telephone communicationReport a problem with this question
9. A medical assistant takes a telephone message for the provider and records the caller's name, the date and time of the call, and the reason for calling. Which additional detail is essential for a complete message?
- A.The name and address of the caller's pharmacy
- B.The caller's insurance carrier and member ID
- C.The caller's home mailing address and ZIP code
- D.A callback number and the urgency of the call✓ Answer
A complete phone message lets the provider act without having to track down more information. It includes the caller's name, the date and time, a callback number, the reason, the urgency and the taker's initials. Insurance details, a pharmacy or a mailing address may matter for particular tasks, but without a callback number and the urgency the provider cannot respond or set priorities.
Ref QB-AYB3N5Source: NHA CCMA Test Plan — Domain 6G Telephone etiquette: taking a complete messageReport a problem with this question
10. A caller says her husband suddenly has a drooping face on one side, slurred speech, and weakness in one arm. What should the medical assistant do FIRST?
- A.Tell her to call 911 now and note when symptoms began.✓ Answer
- B.Suggest he lie down and that she call back in an hour.
- C.Book the first available appointment for tomorrow.
- D.Take a message for the provider to return later.
Face drooping, arm weakness and speech difficulty are the warning signs of a stroke, a time-critical emergency, so the caller is told to call 911 immediately. The time symptoms started matters because stroke treatment options depend on it. Waiting to see if it passes, booking an appointment or taking a callback message would delay emergency care.
Ref QB-GN8RNDSource: NHA CCMA Test Plan — Domain 6G Telephone communication: handling emergency calls (stroke warning signs)Report a problem with this question
11. A medical assistant is preparing a business letter in which every line begins at the left margin, including the date, inside address, paragraphs and complimentary closing. Which letter format is this?
- A.Hanging indent style
- B.Modified block style
- C.Semi-block letter style
- D.Full block letter style✓ Answer
Full block is the most common business letter format. Every part of the letter is flush with the left margin, and paragraphs are not indented. Modified block starts the date, complimentary closing and signature near the center. Semi-block is modified block with indented paragraphs. A hanging-indent layout indents every line of a paragraph except the first.
Ref QB-Y53K3DSource: NHA CCMA Test Plan — Domain 6H Written business correspondence: business letter formatsReport a problem with this question
12. In front of a full waiting room, a patient at the front desk begins complaining loudly about a long wait. He is upset but has not threatened anyone. What should the medical assistant do FIRST?
- A.Move him to a private area and listen calmly.✓ Answer
- B.Call security right away to escort him out.
- C.Tell him to lower his voice or leave the office.
- D.Ignore him until he calms down on his own.
De-escalation starts with moving the patient out of the public area to protect privacy. The MA then listens without interrupting, acknowledges his frustration in a calm, low voice and offers a solution, escalating to the supervisor if the problem is not resolved. Ordering him to leave inflames the conflict, security is for threats or violence, and ignoring him makes him angrier.
Ref QB-HNK3UESource: NHA CCMA Test Plan — Domain 6I Difficult customer service situations, conflict management and chain of commandReport a problem with this question
13. A patient slips on a wet floor in the exam room and bruises her hip. The medical assistant is completing an incident report. Which action is correct?
- A.Wait to complete the report until the end of the week.
- B.Record the objective facts and file it outside the chart.✓ Answer
- C.State in the report which employee caused the fall.
- D.Note in the chart that an incident report was filed.
An incident (unusual occurrence) report is an internal risk-management document. It is completed promptly, contains objective facts only, and goes to risk management instead of into the medical record. The chart documents the patient's condition and care but does not mention the report, because mentioning it can make the report discoverable in a lawsuit. Assigning blame, adding opinions or delaying the report all undermine its accuracy.
Ref QB-Z5EW8ESource: NHA CCMA Test Plan — Domain 6K Incident and unusual occurrence reportsReport a problem with this question
14. The divorced father of a 7-year-old patient calls asking for the child's visit notes. Last month the mother told the front desk that the father 'has no rights' to the child. What should the medical assistant do?
- A.Check the custody documents on file before acting.✓ Answer
- B.Release the notes, since every parent has full access.
- C.Accept the mother's statement and deny the request.
- D.Release the notes only if the father brings the child.
Legal documents such as court orders decide custody and access to a minor's records, not one parent's word. The MA checks what is on file, follows it, verifies the caller's identity, and escalates to the supervisor if the documents are missing or unclear. One parent's statement cannot remove the other parent's rights. Assuming automatic access, or releasing the notes only if the father brings the child in, ignores what the court documents actually say.
Ref QB-ENH3BBSource: NHA CCMA Test Plan — Domain 6I Custody issues and escalation through the chain of commandReport a problem with this question
15. The provider has explained a minor in-office procedure and asked the medical assistant to obtain the patient's signature on the consent form. Before signing, the patient asks the medical assistant what could go wrong. What should the medical assistant do?
- A.Explain the risks printed on the consent form.
- B.Have the patient sign now and ask questions later.
- C.Hold the signing and have the provider answer.✓ Answer
- D.Tell the patient the risks are minimal and routine.
Informed consent is the provider's duty. The provider must explain the procedure, its risks, benefits and alternatives, and must answer the patient's questions. The MA may witness the signature only once the patient understands, so any unanswered questions go back to the provider before the patient signs. If the MA explains the risks, offers reassurance or gets the signature first, the consent becomes invalid and the MA acts outside scope.
Ref QB-W5CWQASource: NHA CCMA Test Plan — Domain 7B Informed consent: provider's responsibility, MA as witnessReport a problem with this question
16. The provider has ordered an injection. When the medical assistant enters and explains that it is time for the injection, the patient says nothing but rolls up his sleeve and holds out his arm. Which type of consent has the patient given?
- A.Written consent
- B.Proxy consent
- C.Verbal consent
- D.Implied consent✓ Answer
Implied consent is inferred from the patient's actions, such as rolling up a sleeve and offering an arm, and it covers routine, low-risk care. Written consent is a signed form required for invasive procedures, and verbal consent is spoken agreement. Proxy consent is given by a legally authorized representative for a patient who cannot consent.
Ref QB-FNVDGCSource: NHA CCMA Test Plan — Domain 7B Types of consent: implied, verbal and writtenReport a problem with this question
17. An older patient whose chart contains a valid do-not-resuscitate (DNR) order trips in the hallway and cuts her forearm. She is alert and breathing normally. What does the DNR order mean for her care today?
- A.Each treatment first needs her family's approval.
- B.All treatment, including wound care, must be withheld.
- C.No pain medication may be given to her today.
- D.Only CPR is withheld if her heart or breathing stops.✓ Answer
A DNR order means CPR is not started if the heart or breathing stops. It does not mean 'do not treat,' so the patient still gets wound care, comfort measures and every other indicated treatment. An alert patient makes her own decisions without needing family approval, and a DNR places no limit on pain relief.
Ref QB-X5Q8WBSource: NHA CCMA Test Plan — Domain 7D Advance directives: DNR/DNIReport a problem with this question
18. While doing a task that is part of her job duties at a physician practice, a medical assistant makes an error that injures a patient. Under the doctrine of respondeat superior, who can be held liable?
- A.The employer, for the MA's act on the job✓ Answer
- B.No one, as long as the error was accidental
- C.Only the provider who supervised that day
- D.Only the MA, since she made the error herself
Respondeat superior ('let the master answer') makes an employer legally responsible for negligent acts that employees commit within the scope of their employment, which is why practices carry liability coverage for staff. The MA can still be personally liable, so 'only the MA' is wrong. The doctrine reaches the employer, not one particular supervisor, and negligence does not require intent.
Ref QB-CNTDY8Source: NHA CCMA Test Plan — Domain 7C Civil law and malpractice: respondeat superiorReport a problem with this question
19. An 82-year-old patient has finger-shaped bruises on both upper arms. Her explanation does not match the injuries, and she seems fearful when her caregiver speaks. The provider suspects abuse. To which agency is this suspicion reported?
- A.The state medical board
- B.Child Protective Services
- C.Adult Protective Services✓ Answer
- D.The local health department
Suspected abuse, neglect or exploitation of an older or dependent adult is reported to Adult Protective Services, or to law enforcement where state law directs. A reasonable suspicion is enough: proof is not required, and good-faith reporters are protected. Child Protective Services handles minors. The medical board licenses and disciplines practitioners, and the health department receives reports of reportable communicable diseases.
Ref QB-U5N8D8Source: NHA CCMA Test Plan — Domain 7F Mandatory reporting: elder and dependent-adult abuse (Adult Protective Services)Report a problem with this question
20. A box of paper medical records has passed the retention period required by state law and office policy, and the office manager approves their destruction. How should the records be disposed of?
- A.Mail them back to each patient at the last address.
- B.Tear each page in half before putting it in the trash.
- C.Shred them through a secure, documented process.✓ Answer
- D.Place them in the office's regular recycling bin.
Records contain PHI, and HIPAA requires that PHI stay safeguarded through disposal. Paper is destroyed by cross-cut shredding or incineration, often by a contracted vendor that issues a certificate of destruction, and the destruction is logged. Recycling bins and torn pages leave PHI readable, and mailing records to old addresses risks disclosing them to the wrong person.
Ref QB-7F8943Source: HIPAA Privacy Rule — administrative, technical and physical safeguards (45 CFR 164.530(c)); NHA CCMA Test Plan Domain 7E Records retention and disposalReport a problem with this question
21. A medical assistant learns she is scheduled to assist with a contraception procedure that conflicts with her personal religious beliefs. What is the MOST appropriate action?
- A.Refuse to room the patient and leave the clinic area.
- B.Quietly move the visit to another day without asking.
- C.Tell her supervisor in advance so coverage is arranged.✓ Answer
- D.Share her beliefs so the patient can reconsider.
Codes of ethics require unbiased care whatever the MA's personal beliefs. An MA with a conscience conflict tells the supervisor ahead of time so that coverage can be arranged and the patient's care is neither refused nor delayed. Imposing personal values on the patient, abandoning her, or changing her appointment without her consent violates patient autonomy and professional ethics.
Ref QB-QXDEP3Source: NHA CCMA Test Plan — Domain 7G Unbiased care regardless of personal beliefs; Domain 7C codes of ethicsReport a problem with this question
22. A medical assistant sends an email to several coworkers that falsely states a patient fakes pain to get drugs, and the patient's reputation in the community is damaged. Which tort best describes this act, and why?
- A.Slander, since it was false
- B.Battery, since it was hostile
- C.Libel, since it was written✓ Answer
- D.Assault, since it caused harm
Defamation is a false statement that damages a person's reputation. A written or published statement, such as an email, letter or social-media post, is libel, and a spoken one is slander. Both are false by definition, so falsity does not make this act slander. Assault is a threat that causes fear of harmful contact, and battery is actual touching without consent. The email also breaches patient confidentiality.
Ref QB-8FKK94Source: NHA CCMA Test Plan — Domain 7C Civil law: intentional torts (defamation, libel vs slander)Report a problem with this question

1. After a medical assistant explains how to prepare for an upcoming procedure, the patient restates the instructions in her own words so the medical assistant can confirm she understood. In the communication cycle, what does this restatement represent?

2. While being roomed, a patient tells the medical assistant that she has had stomach pain for several days. Which question is the best way to encourage her to describe it in her own words?

3. While waiting for the provider, a patient says, "I'm so scared this lump is going to be cancer." Which response by the medical assistant is MOST therapeutic?

4. A patient with significant hearing loss tells the medical assistant that she relies on lip-reading. Which technique should the medical assistant use when giving her instructions?

5. A patient with mild dementia arrives with his daughter, who is his caregiver. The provider has asked the medical assistant to review the patient's new home-care instructions. Which approach is MOST appropriate?

6. A patient's insurance card and registration list a legal first name of Michael. At check-in, the patient says, "I go by Mia and use she/her pronouns." What should the medical assistant do?

7. A patient explains that her religious beliefs require that only female staff examine her. The provider scheduled for today is male. What is the medical assistant's BEST response?

8. A man calls and says he is a patient's husband. He asks for her recent lab results and correctly gives her full name and date of birth. The chart has no authorization naming him. What should the medical assistant do?

9. A medical assistant takes a telephone message for the provider and records the caller's name, the date and time of the call, and the reason for calling. Which additional detail is essential for a complete message?

10. A caller says her husband suddenly has a drooping face on one side, slurred speech, and weakness in one arm. What should the medical assistant do FIRST?

11. A medical assistant is preparing a business letter in which every line begins at the left margin, including the date, inside address, paragraphs and complimentary closing. Which letter format is this?

12. In front of a full waiting room, a patient at the front desk begins complaining loudly about a long wait. He is upset but has not threatened anyone. What should the medical assistant do FIRST?

13. A patient slips on a wet floor in the exam room and bruises her hip. The medical assistant is completing an incident report. Which action is correct?

14. The divorced father of a 7-year-old patient calls asking for the child's visit notes. Last month the mother told the front desk that the father 'has no rights' to the child. What should the medical assistant do?

15. The provider has explained a minor in-office procedure and asked the medical assistant to obtain the patient's signature on the consent form. Before signing, the patient asks the medical assistant what could go wrong. What should the medical assistant do?

16. The provider has ordered an injection. When the medical assistant enters and explains that it is time for the injection, the patient says nothing but rolls up his sleeve and holds out his arm. Which type of consent has the patient given?

17. An older patient whose chart contains a valid do-not-resuscitate (DNR) order trips in the hallway and cuts her forearm. She is alert and breathing normally. What does the DNR order mean for her care today?

18. While doing a task that is part of her job duties at a physician practice, a medical assistant makes an error that injures a patient. Under the doctrine of respondeat superior, who can be held liable?

19. An 82-year-old patient has finger-shaped bruises on both upper arms. Her explanation does not match the injuries, and she seems fearful when her caregiver speaks. The provider suspects abuse. To which agency is this suspicion reported?

20. A box of paper medical records has passed the retention period required by state law and office policy, and the office manager approves their destruction. How should the records be disposed of?

21. A medical assistant learns she is scheduled to assist with a contraception procedure that conflicts with her personal religious beliefs. What is the MOST appropriate action?

22. A medical assistant sends an email to several coworkers that falsely states a patient fakes pain to get drugs, and the patient's reputation in the community is damaged. Which tort best describes this act, and why?

Other topics in this exam