After you explain the difference between the amount submitted and the amount allowed to her, the patient gets irate and exclaims, “How dare Dr. Simmons overcharge me by $8.00!” She then says that she is going to call his office and give him a piece of her mind. What will you say in response?
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Introduction: As a medical professor, one of the skills that medical college students need to develop is communication with patients. This includes how to handle difficult situations such as patient complaints.
Answer: In response to the irate patient’s comment about Dr. Simmons overcharging her, it is important to remain professional and calm. Validate the patient’s feelings by saying something like, “I can understand why you might feel upset.” Then, explain that the difference between the amount submitted and the amount allowed is a common occurrence with insurance and that it is not an overcharge by the physician. Offer to help the patient understand their insurance coverage and provide resources for them to contact their insurance company if necessary. It’s important to always show empathy towards the patient and offer solutions to help resolve their concerns.