The first step when it comes to dealing with any angry patient is to remain calm. It is important to speak calmly, and tell the patient you are sorry about the misunderstanding. When the patient sees you are remaining calm, they are more likely to also calm down themselves.
As a medical assistant, I will already have access to the daily appointments. I would ask the patient the date and time they believed was their appointment and compare it to their actual appointment. Some strategies I would use to correct this miscommunication would be:
1. Try to find an open gap in the current day’s schedule, and check with the patient to see if that works for them.
2. Inform the physician about the situation.
3. Update the schedule as needed.
4. If the patient needs another appointment, recite with the patient the correct date and time. To make sure they understand, give them an appointment card and make sure you have the correct number to give them a reminder call.
As a medical assistant, I will already have access to the daily appointments. I would ask the patient the date and time they believed was their appointment and compare it to their actual appointment. Some strategies I would use to correct this miscommunication would be:
1. Try to find an open gap in the current day’s schedule, and check with the patient to see if that works for them.
2. Inform the physician about the situation.
3. Update the schedule as needed.
4. If the patient needs another appointment, recite with the patient the correct date and time. To make sure they understand, give them an appointment card and make sure you have the correct number to give them a reminder call.