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Dealing with Difficult Patients

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Questions and Answers

What is the main reason for Joe's frustration with the receptionist?

The receptionist's unhelpfulness and rudeness when Joe inquired about the wait time.

Why was the doctor running behind schedule?

The doctor was called in to a difficult delivery and didn't know how long it would take.

What was Joe's original request when he called the doctor's office?

A refill, which the receptionist told him couldn't be done over the phone.

How did the receptionist respond when Joe asked about the wait time?

She refused to give him an idea of when the doctor would be available. Signup and view all the answers

What was the consequence of Joe's wait at the doctor's office?

The basketball coach for Joe's son's game had to send his son home in a cab because Joe wasn't there. Signup and view all the answers

What does the doctor ask Joe to do at the end of the conversation?

Apologize to the receptionist for his outburst. Signup and view all the answers

What is the doctor's policy regarding patient behavior?

Zero tolerance for disrespectful behavior. Signup and view all the answers

How does the doctor respond to Joe's frustration?

Calmly and empathetically, acknowledging Joe's frustration. Signup and view all the answers

What was Joe's goal when he asked the receptionist about the wait time?

To make an intelligent decision about whether to leave or stay. Signup and view all the answers

What does the doctor suggest Joe do before apologizing to the receptionist?

Finish their conversation in the office. Signup and view all the answers

Study Notes

Doctor-Patient Interaction

Doctor Joe has a seat and discusses the issue with Joe, who was kept waiting for two hours.
Joe had a disagreement with the receptionist, claiming she was rude and unhelpful.

Reasons for Delay

Doctor was called in for a difficult delivery, causing the delay.
The doctor had no idea how long it would take, leading to the delay.

Apology and Resolution

Doctor asks Joe to apologize to the receptionist for his outburst.
Joe agrees to apologize after the consultation.

Medical Context

Joe needs a refill for medication he's been taking for six months.
The medication is working okay for Joe.

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Description

This quiz is about a doctor's conversation with a difficult patient, Joe, who was upset about waiting for two hours and yelled at the receptionist.