15-6Thinking It Through Kelly O’Connor handles the billing for Dr. Sinclair’s bu

Question

15-6Thinking It Through

Kelly O’Connor handles the billing for Dr. Sinclair’s busy orthopedic practice. Patients are sent to Kelly to give her information about their insurance coverage, make payment arrangements, and pay their portion of office calls. One day she is collecting a payment from an elderly patient who came to Dr. Sinclair for treatment of arthritis. He had moved to the United States from a small island in the South Pacific a few years ago. The patient is visibly upset. Kelly asks if Mr. Juarez is all right. He says, “Everything here is so rush-rush. The doctor has no time.”

How can Kelly appropriately respond to the patient?

Are there questions she might ask him to learn more about his feelings?

How should she follow up?

Should she share this encounter with anyone else in the office? Why?

Explanation / Answer

1). The employees in a medical facility must use peaceful and calm voice when talking to the customers. Courtesy of the patients is crucial and it plays a key role in effective communication. Kelly has to ask the patient whether he discussed everything with the doctor or is there anything that he wants to discuss with the physician. She should confirm whether the patient understood the way of administrating the medications. Kelly should provide the necessary patient education based on the patient's requirements.

Kelly must bring this issue to the physician's notice because the patient's dissatisfaction affects the physician's practice. So that the physician can adjust the schedules accordingly.

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