Patient Communication

Scenarios (in person)

Reflect on each of the scenarios listed below.Create a plan and write script that will help you deal with each scenario.

• Why is the sick note not covered?Why do I have to pay for it?
• Why did the doctor not release an early refill of my medications ?
• A patient who is complaining that the doctor is running late
• A patient with a non-emergency demanding to be seen by the doctor immediately
• I want to know the result of my recent Lab/Imaging test. Can you tell me where this pain is coming from?

Scenarios (on the phone)

Reflect on each of the scenarios listed below.Create a plan and write script that will help you deal with each scenario.

• leaving a message about an upcoming appointment
• leaving a message about a missed appointment
• a doctor asks that you leave a message about test results
• leaving an urgent request for a patient
• a family member is asking about a message left on the phone

Be sure to bring your plans and scripts to your next virtual meeting.Your mentor will guide you and your coworkers as you role-play each scenario