Working at NW Gastroenterology, I came across plenty of situations where patients were very upset or frustrated. Being as busy of a clinic as it was, the phones were very busy as well. And when a patient has been on hold or has talked to more than one person, confusion usually occurs. I found myself typically capable of calming situations down, in person and over thr phone, but not every time.
My first month I remember a patient had called in, very upset, because one of the doctors had a schedule change and procedures had to be put mornings instead of afternoon. When this would occur, the schedule change wouldn't always work for certain patients. But there was a patient who called in, furious, screaming that this time wouldn't work and I should