Question

Thomas Ware is 67, African-American, married with 2 grown children, and retired from the postal service 4 years ago. At an initial appointment 2 weeks ago for eating difficulties and marked weight loss, you thought you had agreed that he would see a gastroenterologist, but Mr. Ware did not follow up as planned. After you say, "Mr. Ware, I understand that you missed your appointment with Dr. Pang, the GI specialist" which of the following continuations illustrates the recommended strategy to proceed?
A. "How could Dr. Pang's office have done a better job of reminding you about your appointment?"

B. "That appointment is very important. If it is OK with you I'll contact his office to try to reschedule you."

C. "Can you tell me why you couldn't keep your appointment with Dr. Pang?"

D. "What is it about seeing a specialist that might seem frightening to you?"

E. "You grew up in the Southeast, could that relate to concerns about seeing a specialist you haven't met before?"

Answer 1

Answer:

Option B

Explanation:

Attending to clients in a polite manner is very important. From the passage Mr. ware is having issues with his health, which is very very important. Since an appointment  was scheduled due to his health and he missed it, a polite mannered person will request why he missed it,and ask if nothing went wrong .To follow up,the best strategy to proceed is option B,

Option B shows he/she cares about Mr ware and the statement tries to ask if it is OK by Mr ware to reschedule the appointment on his behalf. in this way, Mr ware will make contact and explain why he missed it and would be grateful for such concern.

Other options does not show remorse or concern that would make Mr ware to make contact and it is possible you might not know the state of mind Mr ware which can bounce back with negative replies. The best Option is B