Scenario: You have been given the assignment of directing Mrs. Harley, a very angry and upset patient, to the laboratory to have a test done and telling her that the results will not be ready until tomorrow afternoon. You feel like saying, “You need to go to ABC Laboratory to have this test done. You will not be able to fine out the results until tomorrow afternoon; someone will probably call you then.”
Using a minimum of 4 sentences, reword what you would say to the patient so that it is assertive instead of aggressive.
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Introduction:
As a medical professional, it is important to communicate clearly and effectively with patients, even in difficult situations. When dealing with an angry and upset patient, it is important to remain professional and assertive while still being empathetic and understanding of their concerns.
Answer:
Mrs. Harley, I understand that this situation is frustrating for you. I can direct you to the ABC Laboratory where the test can be performed. It’s important to note that the results will not be available until tomorrow afternoon. Someone from our team will contact you once we receive the information. Thank you for your cooperation and understanding.