Quote:
Originally Posted by Taltarzac725
Sounds like what you said to this woman was very reasonable given the situation. I avoid personal confrontation as much as possible so probably would not have had the guts to speak up against the lady in question's actions.
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And now 2 cents from the other side of the counter:
I don't need or want patients in the waiting room getting involved with other patients at the window. We had a post and sign for those waiting at the counter to stay back. There are very strict HIPPA privacy laws with huge penalties if a provider does not take certain minimum steps to ensure privacy. While "I'm late" is not covered by HIPPA, you never know what else could be said and construed as a violation.
My receptionists were professionals, very well trained and knew how to handle almost every situation, up to and including an armed intruder, a bomb threat, and a hostage situation. They did not need any help from the "peanut gallery". A rude patient???? Happened 5x a day, and our providers ran within 10 minutes of the scheduled appointment 95% of the time. Last thing we needed was amateur involvement inflaming the situation or violating HIPPA.