Practice Quiz

Ophthalmic Technician

Category - Ethical and Legal Issues

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A patient is complaining that you have scheduled their next appointment during a religious holiday that they observe. You know the next few weeks are fully booked. What should you do?
  1. Tell the patient that they will just have to come in on the appointed day
  2. Explain the situation to the patient and then let them know that you will do everything possible to reschedule their appointment for the soonest possible date
  3. Instruct the patient to make an appointment at another clinic
  4. Lecture the patient about how inconvenient that is for the staff
Explanation
Answer: B - Explain the situation to the patient and then let them know that you will do everything possible to reschedule their appointment for the soonest possible date

If a patient complains about an appointment date conflicting with a religious holiday that they observe, and you know the next few weeks are fully booked, explain the situation to the patient and then let them know that you will do everything possible to reschedule their appointment for the soonest possible date. Do not demand compliance to the original date, but rather be understanding and do your best to resolve the situation in a way that will satisfy everyone’s needs (eg, see if another patient may want to come in sooner and trade their appointment date with the patient who wants a change).
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