mr. rhodes arrives to the office for his 10:00 appointment with dr. medenhall and signs in. as you begin to check him in, you realize that mr. rhodes is not schedule for today. you explain to mr rhodes that he is not schedule for today, and he shows you the appointment card given to him at the time of his last appointment, which clearly states that hus appointment was for today at 10:00. you can see that he is getting angry, so you double check the computerized appointment schedule and find that his appointment was not entered into the schedule for today. knowing that thus was an error on the part of the offuce staff, you approach dr. mendenhall with the situation, and she agrees to see mr rhodes at 3:00 in the afternoon, which is her only opening. after apologizing to mr rhodes and offering him the 3:00 appointment, he becomes extremely angry, stating that he had to drive 45 minutes to get here and that he shouldn't have to wait since the mix up was error. he begins to speak louder and make a scene in the waiting room.
1) how do you respond?
2) what could you have done differently, if anything, to satisfy mr. rhodes?
3( what should be done by the office staff as a result of mr. rhodes error?
1. As Mr.Rhodes is extremely angry, I should be very careful in handling him. I need to be calm and control myself to understand the situation to him.
2. If nothing satisfies Mr.Rhodes, I can request the other patients to wait at least. I believe there will be someone who can understand our situation and act accordingly.
3. In order to make Mr.Rhodes cool, the office staff can go to him and realize him that how that error happened and can apologize for doing that mistake. Mistakes are common and it can happen to anyone, therefore Mr Rhodes may leave his angry to one side.
mr. rhodes arrives to the office for his 10:00 appointment with dr. medenhall and signs in....
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