A patient has arrived late to her physical therapy appointments several times, affecting the treatment of other patients. She explains that her bus has been late. What should the receptionist say?
a. “It’s very important that you arrive on time so the therapist can give you the attention you need.”
b. “The bus seems to be affecting your arrival. Do you have another way you can get here?”
c. “I understand that can be frustrating. Would a later appointment time work with your schedule?”
d. “Is there an earlier bus you can take? Otherwise, you’ll need to pick a different appointment time.”
The correct answer and explanation is:
Correct Answer: c. “I understand that can be frustrating. Would a later appointment time work with your schedule?”
Explanation:
Option c is the most appropriate response because it demonstrates empathy, acknowledges the patient’s challenge, and offers a constructive solution. This approach aligns with effective communication practices in healthcare settings, where maintaining a respectful and understanding tone is critical to building trust and ensuring patient satisfaction.
- Acknowledging the Patient’s Frustration: The receptionist’s response begins by recognizing the patient’s difficulty with the bus being late. This shows empathy and validates the patient’s feelings, which helps diffuse any potential defensiveness or frustration. It also sets a supportive tone for problem-solving.
- Offering a Solution: Instead of merely pointing out the problem or placing blame, this response suggests a practical alternative—a later appointment time that might align better with the patient’s transportation challenges. This approach reflects a willingness to work collaboratively with the patient to find a resolution that benefits both parties.
- Avoiding Judgment or Ultimatums: The other options, while addressing the issue, lack the same level of empathy or collaborative problem-solving:
- Option a emphasizes punctuality but does not address the patient’s challenges or propose a solution.
- Option b is practical but may seem dismissive of the patient’s specific situation.
- Option d offers a suggestion but comes across as less empathetic and somewhat directive, potentially alienating the patient.
- Maintaining Professional Relationships: Empathy and problem-solving enhance the patient-provider relationship and encourage continued adherence to treatment. Suggesting a later appointment shows flexibility and commitment to meeting the patient’s needs while also respecting the therapist’s schedule and other patients’ time.
By choosing option c, the receptionist demonstrates professionalism, supports the patient’s treatment journey, and minimizes disruptions to the clinic’s operations.