Yesterday Mary had to take her kids to an early dentist appointment, and wasn't able to get here until 10:00. Annie was stuck in traffic, so I took over the front desk since the first patient, a new one, was scheduled for 9:00.
The patient showed up at 9:30, WAY too late (in my opinion) to try and see a new patient. So I told her she'd have to reschedule. She wasn't happy about it, and asked to see a different doctor, or a PA or NP. I told her we don't have anyone else, and so she finally rescheduled to next Tuesday.
Later in the afternoon:
Mary: "Dr. Grumpy's office, this is Mary."
Mrs. 9:30: "Yeah, I had an appointment this morning, and had to reschedule it to next week."
Mary: "Yes?"
Mrs. 9:30: "I just want to complain. The male receptionist who was working this morning wouldn't let me see the doctor. I didn't like that at all."
Mary: "Male receptionist... Oh, that was..."
Mrs. 9:30: "I don't care what his name was. The doctor needs to know his staff is turning patients away. Even if they show up late, it's still inappropriate. My time is valuable."
(long pause)
Mary: "The doctor is aware of what happened."
Mrs. 9:30: "Good. Because I want to be sure to tell him about that guy at my appointment."
Mary: "You'll definitely have the opportunity."
Looking forward to Tuesday!
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