Dealing With Crime In Court And At Work

, , , , | Right | October 23, 2018

(I work as an administrative medical assistant, meaning I have medical experience but am handling more of the paperwork, scheduling, and phone calls that come in from our patients. It’s Monday morning and our only doctor in the office today has called off. This means we have to cancel the day’s schedule. On Friday, I scheduled a patient’s appointment for today, and she is very upset that we have to cancel. This is not typically an issue, but I have the rest of the week on hold due to a jury summons for the doctor. She is one of my more insistent patients, and after two hours she calls my line.)

Patient: “Why haven’t I been rescheduled? It’s been two hours!”

Me: “I’m sorry, [Patient]. It is Monday, and having had to cancel the day and call patients who called with high-health-risk issues from the weekend, I have not gotten to you just yet. I’ve been trying to find a place for you with this specific provider, as I know your preferences.”

Patient: “I want to be seen tomorrow by [Doctor].”

Me: “I understand, but we had opened today up because she is out for jury selection tomorrow, and we won’t know what the rest of her week looks like until tomorrow afternoon—”

Patient: *smugly* “The doctor needs to have one of the other doctors write her a note that she cannot sit for eight hours a day; then the doctor can come in tomorrow.”

Me: “…”

Patient: “I’m in desperate need of [treatment that is not a medically necessity and a long-standing issue], and I demand to see her.”

Me: “I understand you are frustrated by this reschedule, but I do not choose what the doctors do. If she wants to be part of a civic responsibility, that is her right as an American citizen. Also, what you just suggested is considered fraud, and is against our policies, and illegal.”

Patient: *goes silent for a moment* “That’s not what I said at all. But she needs to see me.”

Me: “I can give you a call tomorrow afternoon when we have heard back, and schedule you with her later in the week when I have openings.”

Patient: “Fine, that will have to do.”

(The next time she called, she complained to one of my supervisors for forty-five minutes that no one had called her by ten in the morning. She did get in with the doctor. There are just some people you cannot please.)

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