Had a patient stroll in 25 minutes late for their physical yesterday and demanded a full hour. When the front desk told them we'd have to reschedule, they got seriously upset. My next patient was already checking in. How do you handle those late arrivals who still expect their full visit time?

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You have a policy. Most doctors' offices have a policy. If you're 10-15 mins or more late, you reschedule, or you wait to see if we can squeeze you in.

Sad thing in most cases the front desk team is telling the patients about the policy but they don’t care and will argue till their blue in the face. The policy only works if the MD or Office Manager stands by the front desk team and sticks to their guns. At least in my history the OM will come up to deescalate the situation and the patient still gets seen right then and there and the patient gets what they want and the front team looks defeated.

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