Jenny is the administrative medical assistant in charge of scheduling appointments. She has just received a call from Carol Frazier. Mrs. Frazier received a missed appointment card in the mail and is insistent that she did not miss any appointments
She is very upset. Discuss how Jenny can resolve the situation in a professional manner.
What will be an ideal response?
ANSWER: Jenny has the responsibility to handle the problem for the patient in a friendly, efficient and professional manner. It is never a good idea to argue with the patient. It does not matter if or why the appointment was missed, but it is important to help the patient schedule another appointment at a convenient time. Once Jenny has apologized to Mrs. Frazier and helped her to reschedule the appointment, Jenny might assure Mrs. Frazier that she will look into why she received the card and be sure it does not happen again. Jenny might ask if there is anything else, Mrs. Frazier may need. If not, then Jenny should repeat the appointment time and date again and end the call by thanking the patient for calling. Jenny should remain calm and friendly while handling the call. Proper telephone etiquette can usually defer even the angriest patient.
You might also like to view...
As hygroscopic aerosol particles enter the respiratory tract, what do they tend to do?
a. Decrease in size because of the absorption of molecular water. b. Increase in size because of the absorption of molecular water. c. Increase in size because of the evaporation of molecular water. d. Decrease in size because of the evapora-tion of molecular water.
When might intranet or internet technologies benefit a healthcare provider?
A. When accessing their EHR from a hospital. B. When accessing their EHR from a nursing home. C. When accessing their EHR from a home office. D. All of these