A patient arrives for a scheduled appointment, but the physician is unexpectedly unavailable due to an emergency. What is the best initial step for the medical assistant to take in this situation?
Allow the patient to leave without offering any explanation or rescheduling options.
Reschedule the appointment without informing the patient about the delay.
Ask the patient to wait in the waiting area until the physician becomes available.
Inform the patient about the delay and offer to reschedule or provide alternative options.
The best initial step is to inform the patient about the situation and offer to reschedule the appointment or provide alternative options. Clear communication helps manage patient expectations and maintains a professional atmosphere. Simply asking the patient to wait or rescheduling without explanation can lead to frustration or dissatisfaction. Providing multiple options ensures patients feel their needs are prioritized.
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