1 1 0 • O U T PA T I E N T S U R G E R Y M A G A Z I N E • M A Y 2 0 1 9
Situation What does not work Scripting that works
Patient arrives
earlier than she was
supposed to and is
now upset for
the wait.
"Sorry, we always tell a
patient to come in a half-
hour before, not 1-hour just
for this reason. We are not
first-come-first-serve."
"I am sorry if there was a misunderstanding on your
arrival time. I will see if there is a way to go ahead
and have an RN get you started in pre-op. In the
meantime, is there anything I can get you to make
your wait more comfortable?"
Patient does not
want to have ID
scanned due to
privacy concerns.
"Our policy is to scan your ID
into our system. And I must
follow our policy."
"I understand your concern for privacy, and we have
the same concern. We do follow HIPAA laws, and
our systems are secure. However, I think we can
work with your request so that your needs are met,
and we follow our requirements. I can also put a
note in your chart stating your concern."
Patient is frustrated
with your patient
portal and does not
want to use it.
"I agree, the portal is very
confusing. You don't have to
use it."
"I will try to help or find someone who can help you
navigate through the portal. I think that you will find
it helpful in communicating with us about your care
and your account."
Patient asks why
they're delayed.
"We're short-staffed."
"We have one doctor here
today, and the other patients
before you are here to see
that doctor."
"We had equipment issues."
"I apologize for your delay. We have had some
unforeseen events today, but I want to assure you
that you will receive our complete attention once we
are ready to serve you. Would you like to call and
alert your family that you'll be longer than expected
(try to give an estimate)?" You can also give the patient
an option to reschedule: "I can schedule you for
another day, if this delay is making you late."
Missing paperwork
(testing, labs, insur-
ance verification).
"I know that I sent your
information to ______ . They
should have received it."
"I am going to follow-up with ______ to verify that
your information has been received. Would you give
me a moment?"
E
ver cringe when you overhear your front desk receptionist
answer a patient's question (complaint) with all the warmth
and compassion of a cactus? You might want to try scripting,
Scripting for Your Front Desk Receptionist
Tactful responses for 5 common patient questions and complaints.
Business Advisor
Angela Williams, MHSA, LHRM