If a patient must be kept waiting, what should be conveyed to them?

The choice highlighting the importance of communicating with the patient about the wait time is essential in maintaining their trust and understanding. Informing the patient how long they may need to wait, along with the reasoning that schedules can be affected by emergencies, shows empathy and respect for their time. It reassures them that they are not forgotten and that the clinic is dealing with unforeseen circumstances. This proactive communication can help alleviate any frustration or anxiety the patient may have regarding the delay and fosters a more positive experience overall.

In contrast, mentioning that their appointment was never scheduled undermines the patient's trust and can lead to confusion. Telling them not to complain can be seen as dismissive and can lead to negative feelings about the care they are receiving. Suggesting that they read pamphlets in the waiting room may not address their concerns about the wait time or provide the necessary reassurance, leaving them feeling ignored rather than acknowledged.