Perhaps We Should Appoint Someone Else To Deal With This

I work at the front desk of a clinic. The mother of one of our clients calls.

Caller: “Why hasn’t my son had an appointment with his case manager?”

Me: “Did you call to schedule one?”

Caller: “No. I didn’t know I needed to. Why wasn’t one made for him?”

Me: “Like many clinics, we don’t schedule appointments for people unless they ask for them.”

Caller: “How was I supposed to know that?!”

Me: “…”