2. You are one of the medical assistants in the clinic and are responsible to review...
2. You are one of the medical assistants in the clinic and are responsible to review patient emails for your provider in the online portal and respond within 8 hours. You note there are two emails:
- The 1st patient has reviewed their recent test results now posted in their online chart and emailed two hours ago requesting to speak with the doctor immediately. You review the doctors' notes and see he has asked you to schedule an appointment for this patient to discuss the results. You reply to this patient and offer two appointment times. The patient replies back and states they do not want to wait for an appointment and want to speak with the doctor immediately. How would you respond?
- The 2nd patient, established, emailed at 8 am that morning and it is now noon. He is requesting an appointment for a "personal problem" as soon as possible, no details are provided and to keep it private requested the appointment be scheduled through the online portal. How would you respond?
Homework Answers
1st patient
The better way to respond to this patient is by informing that the doctor has already provided an appointment time for them ,also inform the patient that the provider will be contacted again for a reschedule of time and will inform the patient immediately .
The medical assistant should try to get atleast the basic problem or the chief complaint to fix an appointment with the doctor.Ensure confidentiality will be highly maintained as per the HIPAA guidelines and the appointment will be fixed at the earliest and will be notified regarding the appointment.
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