What the MA did wrong:
When the patient calls the MA answers the phone with just a hello, she then proceeded to ask patient if she can place him on hold but did not listen to his answer. The tone of voice that the MA is using is less than pleasant. When the MA picks up the call from hold she does not verify any of his information. The MA also fails to listen to the patient. When she makes the appointment she sounds unsure of the time. She states on January 1 around 7.
The MA calls to confirm a patients upcoming surgery, she speaks about the surgery in the waiting area with other patients around. The MA also tells the patient what time she needs to be at the facility for the surgery. The MA ignores that there is patient waiting to talk
When the patient calls the MA answers the phone with just a hello, she then proceeded to ask patient if she can place him on hold but did not listen to his answer. The tone of voice that the MA is using is less than pleasant. When the MA picks up the call from hold she does not verify any of his information. The MA also fails to listen to the patient. When she makes the appointment she sounds unsure of the time. She states on January 1 around 7.
The MA calls to confirm a patients upcoming surgery, she speaks about the surgery in the waiting area with other patients around. The MA also tells the patient what time she needs to be at the facility for the surgery. The MA ignores that there is patient waiting to talk