Just as you were trying to get a handle on the week’s events, and hoping for a relatively quiet day, one of your front desk staff calls you. The issue here is that a Patient has arrived and they are late for their appointment. They are pleading with your front desk clerk, stating that they had a flat tire and their cell phone battery died…they could not call. The patient wants to speak to the boss.
Our clinic policy states that if more than 50% of the appointment time has elapsed, the patient will not be seen. 10 minutes of the 20 minute appointment has elapsed. What do you see as your options in this case? What is your decision here? How do we ensure that all of our patients are familiar with our policy regarding late arrivals? What staff did you interact with? Did you interact with the patient? What was the outcome?
I need you to send me a summary of the event addressing the questions above.
Answer: Sometimes it does happen that patients are unable to reach at the proper time i.e. appointment schedule. In the above case, it is mentioned that the clinic policy states that if more than 50% of the appointment time has elapsed then the patient will not be seen. So, one cannot go against the clinic policy but while the patient take an appointment at that time itself the staff or the person making an appointment should inform about the policy to the patient as well as all the rules and regulations. It is better to keep patient awareness about the specific rules of the clinic because this will help them to be on time and also avoid any discomfort to themselves. In this case, if there is a time, they should allow the patient to seek the doctor as they have suffered from the problem.
Just as you were trying to get a handle on the week’s events, and hoping for...
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