Episode 2

me: Central scheduling, how can I help you?

pt: Hi! I’m calling to schedule a mammogram.

me: Is your order for a screening or diagnostic mammogram?

pt: Yes, it’s for a diagnostic mammogram.

me: Alright, and what is the diagnosis that’s written on the order?

pt: Follow up. It’s my 6 month follow up.

me: Okay, well next available is 2 weeks from now.

pt: Are you serious? That far away? I’m having issues I cannot wait that long.

me: Well, if you are having issues then you’ll need a new order with a diagnosis of what the issues are.

pt: Not true. it’s obvious what the issues are. You are not clinical, you don’t understand. So schedule me ASAP.

me: I’m sorry, but if there are issues the department does need to know what those issues are and they will need a new order. A follow up is one thing, but if you are having issues that is another thing that requires a new order.

pt: I want to speak to the manager you don’t know what you’re talking about.

me: Okay, if you insist.