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a patient in a busy outpatient clinic is agitated and complains loudly to the reception staff about waiting times. what would be a good

Question

A patient in a busy outpatient clinic is agitated and complains loudly to the reception staff about waiting times. What would be a good strategy to deal with this escalating conflict? Choose two options and select Submit. Ask the reception manager to deal with the conflict Take the patient to a side room to explain the situation on a one to one basis Ignore the patient and deal with others who are waiting Tell the patient to sit down or they will cancel their appointment

Answer

4.4 (233 Votes)
Verificación de expertos
Ethan Expert · Tutor for 3 years

Answer

"Ask the reception manager to deal with the conflict" and "Take the patient to a side room to explain the situation on a one to one basis"

Explanation

This question involves a possible situation in the medical field, emphasizing communication skills along with problem-solving. It asks for the best techniques for coping with an agitated patient who is protesting about long wait times in a busy outpatient clinic. This multi-response question has four options and requires us to select two. Option by option:● Asking the reception manager to deal with the conflict may not be the best initial course of action, given that it indicates abdicating responsibility. ● Moving the patient to a side room to privately explain the situation can decompress the situation and prevent the agitation from impacting other patients, so seems like a sensible choice.● Ignoring the patient not only misunderstand afresh the patient's needs but also might exacerbate the situation, which is inappropriate.● Telling the patient to sit down or risking canceling their appointment might come across as rather onward and threatening, potentially sparking more hostility rather than defusing the situation.After carefully weighing these options, the two strategies that seem most appropriate for managing this escalating conflict would be "Taking the patient to a side room to explain the situation in one-to-one basis" and "Asking the reception manager to deal with the conflict" which selects the best management to lend a hand in resolving the issue.