Franklin Moore approached Sarah, the office Administrative Assistant, because he was concerned about the way she spoke to him the last time he was in the office. She was quite short with him and seemed very distracted as she talked with him prior to his appointment. The physician also seemed to spend less time with him than usual.

Franklin feels that if he is not wanted at the clinic, he should have his records sent to a new physician. Sarah remembers that Franklin's last visit was right after a patient had to be rushed to the emergency room from the office because they were experiencing a heart attack.

How should Sarah address this misunderstanding with Franklin?

Answer rating: 100% (QA)

Sarah could express empathy acknowledging Franklins concerns and explaining the conte... View the full answer