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It’s hard when it is all wrapped up into the same experience for the patient. I have found that the best thing is to stay as transparent as possible about the steps you are taking so that they can understand that you are working on the issue and haven’t forgotten about them. Staying as calm as possible and reiterating that you understand how frustrating it is can help too. Try your best not to internalize the anger they are throwing at you. I know it’s hard.
I have experienced this a lot with patients. They will blame the facility, they will blame me personally, they will blame everyone, but point a finger at their health insurance company. These patients typically tend to be the elderly who just don’t have a clue. I gave up with trying to over explain or help them to understand. I just redirected them to reach out to their insurance provider, and a rep with that company can explain the same thing I already have.