Reference no: EM133730374

Question

A patient called the doctor's office stating they broke their ankle and must see a specialist tomorrow, but they require a referral. The receptionist explained they are busy right now because their coworker called in sick, the schedule is packed, the doctor is running behind, and the phone is ringing off the hook. They explained they cannot get to the referral request right now. In your initial post, summarize how emotions can interfere with the communication process from the perspective of both the patient and the receptionist in this situation. In a response post, describe which listening skills would be required to adequately address the patient's needs.