Ask Amy: Medical scheduler frustrated by patients asking for earlier appointments

Dear Amy: I’ve been working in various out-patient physician offices within a medical center for over six years.

When booking a patient’s follow-up appointment, I always preface the date and time by saying, “The next available appointment is…” or, ” The first available appointment is…”.

Invariably the patient’s response is, “Nothing sooner?”

I can’t tell you how annoying that is. I sometimes snap back by saying, “That’s what first available means,” but I try not to do that.

Can you suggest a more polite but just as succinct response?

It would be greatly appreciated by a huge population of appointment schedulers.

– Nothing Sooner in MA

Dear Nothing Sooner: Grrrrr, people! We’re so predictable and so very annoying – especially when we’re not feeling well, are worried about our health, or are flummoxed and frustrated by the complexities of the health care system.

Your job is repetitive, and you are able to predict this somewhat irrational response – and so I suggest that you start each shift by taking a deep breath, reminding yourself that the people who ask, “Nothing sooner?” have no idea that this is the 30th time you’ve heard the phrase today, and that these patients are also customers who are just trying to get through their day and take care of themselves – just like you are.

The answer is to try your hardest to recognize each person as an individual – just as the physician who treats them must do.

The succinct response is for you to say, “I’m sorry, nothing sooner,” or, more helpfully, “We don’t have anything sooner, but should I let you know if we have a cancellation?”

(And I – and scores of readers, will now try harder to curb this reflexive response.)

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