Question

Read the following scenarios and write a 3-4 sentence paragraph for each of the following patients on how you would respond to then regarding their appointments.

1. It is midday at a busy family practice clinic, two doctors are seeing patients today, you are the only person at the front desk; your coworker is at lunch.

• The new patient that was scheduled at noon showed up 15 minutes late and still needs to complete the required paperwork before she can be checked in; she is on her lunch hour and worried that the appointment may exceed her lunchtime. The medical assistant asked you if the patient has arrived; the doctor is ready for them. What do you tell the medical assistant?
• An established patient arrived on time for his 11:45 am appointment. It is now 12:15 he comes up to the front desk and starts complaining to you about having to wait and wants to know how much longer the wait it will be. How do you respond to this patient?
• At the same time the phone rings and you are expected to answer it by the 3rd ring. What do you tell/ask the caller?

Answer 1

The first thing which can be done here is to attend the call and ask for the concern and inform them that they will receive a call shortly regarding the same for better clarification and will be helped out for their concern. This should be convey in a gentle, professional and in an accountable manner.

The average waiting time for a patient to see their provider is about 19 minutes .An appointed patient can wait for 15 minutes and not more than 30 minutes to see a doctor.When the time exceeds this can trigger their anger and lead to aggressive nature or at times to cancel their appointment and leave the health center

The medical assistant can be informed about the delay and request for the next patient to be sent .Meanwhile the necessary paperworks of the new patient can be done .This patient has to be informed that it will take some time and will be completed rapidly.