Question

Lewis is a billing specialist working for Dr. Finch, a family practice physician. He receives a call from a disgruntled patient who says he has been billed twice for a copay he made at the time of his office visit. Lewis is polite and tries to placate the patient, who is irate. He looks at the patient’s file, realizes the patient is correct, and apologizes, promising to correct the error that day. The patient promptly hangs up without another word. After the call, Lewis corrects the error. Later that day, still upset about the interaction, he complains about the patient by name to a co-worker. Did Lewis handle this situation properly?

Answer 1

Yes lewis handled the situation properly.inspite of patient being angry and rude toward lewis, he did not loose his cool and fulfilled his responsibility by talking to patient politely, adressing his concerns and correcting the issue.

Since lewis interaction with patient was not good , he shared this with his coworker that's good till his co-worker don't have any role in social periphery of patient but he should have avoided taking patient name as these things reveals patient identity and this might affect patient life or his social reputation by some way or other.

Hope this helps. All the best. ?