Question

Role playing exercise/Scenario-

Mr. Murray VanNelson, a retired male patient, comes into the office and checks in at the window. He seems agitated and sits down in a full waiting room and stares at the receptionist with a nasty look on his face. It is almost as if steam is coming out of his ears. You later find out that he is mad because he feels he always has to wait for the doctor and no one respects the time he takes out of his day each time an appointment is necessary. Role-play the communication by writing out the complete dialog between the administrative medical assistant and the patient from when the patient enter until the patient exits in complete descriptive sentences in paragraph form using the concepts below. Factors to include in your scenario:

1. Recognize that the patient is angry; do not ignore him.

2. Honor the patient's personal space.

3. Keep an open posture, maintain eye contact, and position yourself at the patient's eye level.

4. Remain calm showing that you care about his feelings; demonstrate positive body language and respect.

5. Focus on why the patient is there.

6. Listen attentively with an open mind and ask the patient to describe the cause of his anger and how it makes him feel. Let him vent openly.

7. Do not take a defensive attitude or try to talk the patient out of being angry.

8. Allow the patient time alone.

9. Determine a time frame to get back to the patient with a solution.

Answer 1

Mr. Muray- In anger.....huhhh....?????

Receptionist-Gud afternoon sir.

Mr. Muray-????huhhh...???

Receptionist-What happened sir?

Mr. Muray-does anyone have value of time.

Receptionist-calm down sir.please have a seat.take a breath sir.

Mr. Muray-where is your doctor.No one is there to attended the patient

Receptionist-calm sir. I will call doctor.please tell me your problem??

Mr. Muray-I want to meet doctor right now.call him.i am a senior citizen.

Receptionist- sorry sir,next time it will not be repeated again.I am extremely sorry for my mistakes.

Mr Muray-No one asked me water. No seat were offered. I am waiting since 2 hours still no doctor is available.

Receptionist-calm sir. Next time it will be repeated.

Mr. Muray- you only take your fees and doesnot think who needs more attention.

Receptionist-calm sir.I am really very sorry