Question

Nancy Jones called wanting an appointment with her primary care provider, who is one of six physicians in the department. She has a mole that has changed shape and size. Nancy vocalized her concern regarding skin cancer. The schedule is pretty full and the next available appointment is one month away. It is important for the receptionist to display sensitivity to the patient when scheduling the appointment and to utilize additional options if the appointment time does not meet the patient’s needs. Your posting should discuss behaviors that would show the receptionist is displaying sensitivity to Nancy and describe possible options that the receptionist might investigate to have the patient seen sooner.

Answer 1

Sensitivity on the part of the receptionist is necessary, to investigate if the problem is causing discomfort, and if an appointment is urgently needed because it is a disease that can bring greater problems to the patient's health.

What should the receptionist do?

In this specific case, she should be able to fit the patient in as soon as possible, because if it is a cancer of the skin, in a month it can compromise the patient's health and can lead to her death.

With this information, we can conclude that the hospital receptionist must provide information to patients, schedule appointments, organize the care protocol, as well as answer questions in general, always available to respond to the various demands of the sector.

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