When dealing with an angry patient in the office, it’s crucial to remain calm and professional. Here’s an example of how to handle a situation where a patient is upset about waiting:

1. 1

   Patient: “Excuse me, I had an appointment at 1pm and it’s 2pm. How much longer do I have to wait?! This is ridiculous. What’s the point of an appointment if you’re not going to get me in on time???”

   Response: “I am so sorry for the wait ma’am. I do know our doctors can sometimes get caught up on treatment, but if you give me one second, I can check to see if I can give you an estimate. What is your name? Again, I am sorry about the wait.”

2. 2

   At this point, get up and check to see where her chart is in order and then check the rooms. If you notice there is an empty room, try to get an assistant to see if it’s been cleaned. If so, ask if you can seat the patient. If you get the OK, then go ahead, but always seat whoever is next in order, even if it’s not the angry patient.

3. 3

   Before seating, respond: “I am so sorry ma’am, it does look like there is 1 person about to be seated right now and then you will be next. I do see the doctor finishing up too, so you should be seated within the next 10-15 minutes. I am again so sorry as the doctors got tied up.”

4. 4

   Patient: “That’s stupid! Why did I even have an appointment if you’re going to be so behind, you shouldn’t have so many people or be taking walk-ins!!!”

   Response: “I am sorry this was not expected as treatment can take a little longer than usual. If you don’t want to wait, I can always try to reschedule for an early morning appointment so you can get in and out and not rush anyone during their appointment. I am so sorry for the inconvenience.”

Remember: We are one of the few practices that accept Medicaid.