Question

Imagine you are in a situation in which a patient shows up for an appointment on the wrong date and time. She is angry and is certain that she is correct about when her appointment is supposed to be, but you have a different date and time in the schedule. What are some strategies you can use to correct this miscommunication? What can you do to demonstrate professional appropriate communication?

Answer 1

Answer:  

Since the patient is already very furious, she will not agree to her mistake and will tend to take an extreme action if told otherwise. In such cases one must act cautiously and more importantly strategically. The first step should be to apologize and make her feel as if she is the one at the right. Secondly, she should be treated in such a way that she thinks that you’re doing the best you can. You can try to find an alternative slot, perhaps filling her in any canceled slot.

Answer 2

Since she is there already, will try to accomodate her but make no promises. Just tell her “Lets see if there are some cancellations today”
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