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Role Play Scenario 26
You are a dentist working in a small private practice. You have frequently found your sessions double booked, meaning that you have to turn away patients. You have spoken to your receptionist, Alan, once about this, but the situation has not improved. You resolve to speak to Alan again.
In this role play, you may speak to Alan.
Excellent Student Approach
2. Open Questions
3. Develop Rapport
4. Address the issues known
5. Identify any additional issues
6. Summary and plan going forward
1 - Greet Alan and ask to speak with him in private.
2 – Commence with open questions asking how Alan is keeping and how are things in reception.
3 - Ensure you are polite but firm in your manner.
4 - Explain that you are still finding your sessions double booked. Ask him an open question, such as, ‘Do you have an idea as to why my appointments are being double booked?’. Letting your response be guided by what Alan has said, explain your frustration at the situation as well as the unfair impact that this is having on patients who are being turned away. You have already had to speak to him about this problem once, but he has not resolved it. Explain that by double booking the sessions, some patients won’t be seen, potentially leaving them in pain or with worsening symptoms. Explain that they are angry, and that you will bear the brunt of that justified anger.
5 - This happening twice is worrying; you need to understand why. Perhaps there is a fault with the system, and you should think about upgrading it. Discuss with him the causes of the problem, and see if you can work together to solve it.
6 - To move forward, you need to pinpoint the issue. Then, together formulate a plan to deal with it. An example might be; there seems to be an error with your outdated practice software. Alan thinks it is no longer fit for purpose; you agree, and decide upgrade as soon as possible. In the interim, have a 10 minute check-in each evening to confirm patients together and check that the system hasn’t double booked.