Scenarios & Examples: 5

Scenarios & Examples: 5

Telling patients we had or may have a cancellation

Example: Patient called to make an appointment. The person who answered got her scheduled for a time that wasn’t as desirable so she told her we would call her if we had any cancellations. Please do not mention other patients canceling. Instead tell the patient, “I will give you a call if we have a change in the schedule.” The patient can read into it whatever they want, but we don’t want to directly put in their head that people cancel on us.