Either You’re Civil Or You’re OUT

Me: “Thank you for calling [Clinic]. My name is [My Name]. Can I get your name and date of birth?”

Man: “Oh, for f***’s sake… It’s [Man] and [Date].”

Me: “Can I get you to verify your address, please?”

Man: “Why the h*** do you need that for?”

Me: “I’m going to have to ask you to watch your language, sir. I cannot access your chart without three forms of verification.”

Man: “I have a question. You can’t answer a simple f****** question without my address?” 

Me: “It depends on what your question is.”

Man: “When was the last time you filled my [medication]?”

Me: “In order to tell you that, I have to access your chart, and in order to do that, I need a third form of verification, like your address or—”

Man: *Screaming* “IT’S [ADDRESS]!”

Me: “Okay, looks like we refilled that for you back in January.”

Man: “That’s what I thought. So, you tell me why the f*** I need to come in and see you before you fill it for me this time?”

Me: “I’m going to ask you again to watch your language. Looking at your chart, it seems like you haven’t been in to see us for over a year. [Doctor] wants you to come in and get checked out first.”

Man: “Then why fill it back in January?”

Me: “They asked you to come in for an appointment then, as well. You made the appointment, they filled your medication, and then you didn’t come in for the appointment.”

Man: “I made an appointment earlier today, but my pharmacy says you refused the refill!”

Me: “[Doctor] is refusing to refill the medication until they see you in person.”

Man: “This is bulls***! Why did you fill it back in January, then?”

Me: “Sir, I’ve already explained that to you.”

Man: “F*** you!”

Me: “I’m going to terminate this call. When you feel like being civil, please call back.”

While we were talking, I typed up a quick note to my coworkers and management letting them know that I was terminating a call in case he called back. One of my managers responded, telling me to document the conversation and that if he did call back, to transfer the patient directly to him.

The man did call back and the girl next to me picked it up. I could hear him cursing at her through the phone. She transferred him to the manager, and I found out later that the man continued to speak that way to the manager. His medication was denied (it was not something vital), his upcoming appointment was canceled, and he was released from his doctor’s care and is not allowed to see any other physician in the clinic.