[khanar]

What should we do when the patient is angry!

 

[StepTaker]

Say sorry

You should apologize and say sorry I was really busy with other patients
May I know what are your complaints?
You will see that he/she immediately switch tone, this is just to test your nerves

 

[ahmad_shata]

kaplan behavioral said : stay away from efforts to explain why a delay happened, and only apologize and tell pt you'll do your best

other sources say: tell the pt there has been a lot of patients today and it was an unexpected delay.

What do you think works best with SPs of CS exam ?

 

[StepTaker]

kaplan behavioral said : stay away from efforts to explain why a delay happened, and only apologize and tell pt you'll do your best

other sources say: tell the pt there has been a lot of patients today and it was an unexpected delay.

What do you think works best with SPs of CS exam ?

Here's what I think should be said:
I apologize for the delay; there has been many patients today and the delay was unexpected. Now am all yours and I will focus on you only.