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About To Be Dis-Appointed, Part 6

, , , | Right | May 24, 2021

I work at a specialist office. We usually don’t have the doctors’ availability and schedule made out further than three months, but with the current health situation, we haven’t had the schedule made past six weeks or so. In this case, if the doctor wants to see them any time past when the schedule is made, we tell patients that we’ll call them later to schedule the appointment when the schedule is made instead of booking it in front of them. I overhear the following conversation as a patient is checking out with my coworker.

Patient: “I need to come back in eight weeks.”

Coworker: “Okay, we’ll call you for that appointment; we don’t have the schedule that far yet.”

Silence.

Patient: *After a few moments* “Okay, so that’s on August fifth?”

Coworker: “No, we don’t have the schedule that far yet. We’ll call you.”

Patient: “How about the afternoon on August fifth?”

My coworker repeats herself.

Patient: “Can you give me a card with the appointment on it?”

Silence. My coworker repeats herself again.

Patient: “Can I book the next appointment?”

My coworker repeats herself yet again.

Patient: “Oh! So you’ll call me then?”

Coworker: “Yes, we’ll call you.”

Me: *After the patient leaves* “That was amazing.”

This patient was elderly, but since we are usually able to schedule appointments for even up to three months, we understand that sometimes it takes a while for it to sink in. However, it didn’t appear that this patient was actually listening. The sad thing is, we get variations of this story multiple times a day, although not usually that bad!

Related:
About To Be Dis-Appointed, Part 5
About To Be Dis-Appointed, Part 4
About To Be Dis-Appointed, Part 3
About To Be Dis-Appointed, Part 2
About To Be Dis-Appointed

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