Me: Thank you for calling the medical center. How can I help you?
Clinic Scheduler: Yes I’m the ABC clinic scheduler and I’ve got a complaint!
Me: What’s going on?
CS: Do you know Sally Smith? I need to talk to her immediately!
Me: I’m sorry I don’t know who that is. What happened?
CS: Well Sally Smith spoke to a patient and told them that we’re accepting outside referrals but we aren’t! The patient yelled at me because Sally gave them misinformation. Why would she tell them that?! The patient was very angry.
Me: I’m sorry to hear that. The best thing for you to do is send an email to our quality team with this feedback so they can pull the call and deliver the feedback to her.
CS: No! I want to talk directly to HER! She needs to call the patient back and give them the right information.
Me: I’m sorry CS but I don’t have an extension for Sally and we can’t make outbound phone calls anyway. Your best option is really to send the email. The quality team goes through all of them and investigates then thoroughly and if any misinformation was given they’ll give her the feedback.
CS: Why should I have to send an email? She’s the one who messed up! I shouldn’t have to do extra work. She needs to call the patient.
Me: As I’ve said before, I’m sorry but we don’t have the ability to make any outbound calls so that won’t be possible.
CS: Let me speak to a supervisor!
As luck would have it, I got my own supervisor when I called the help line who got a kick out of the irony that this lady was bitching because someone didn’t follow protocol and then wants us to break protocol for her.