Question

What should you say to a patient who is angry that you didn't answer their call within 5 minutes?

a) Apologize for the delay and explain the reason for it.
b) Disregard the frustration and continue with the conversation.
c) Suggest the patient use alternative communication methods.
d) Express understanding and assure them of improved responsiveness.

Answer 1

When a patient is angry about a delayed response, apologize and express understanding of their frustration, explain the reason for the delay transparently, and assure them of efforts to improve responsiveness in the future.

Option AD.

Step-by-step explanation:

If a patient is angry that you didn't answer their call within 5 minutes, the appropriate response would be a combination of the suggestions a) and d).

You should first apologize for the delay and express understanding of their frustration. Validating their feelings is important in maintaining a good patient-provider relationship.

Secondly, explain the reason for the delay, which shows respect for the patient's concerns and provides transparency. Ensure to communicate in a professional and sympathetic manner that respects the patient's time and situation.

Lastly, assure them that steps will be taken to improve responsiveness, which may increase their confidence in your services. Offering alternative communication methods may be helpful in some scenarios but it depends on the situation and should be assessed carefully.