The office manager, Darla, had received notification from the state Medicaid program that fraudulent use of Medicaid cards was on the rise. As a result, all patients were to show a picture I.D. along with their Medicaid card. Darla had announced this new policy at the last staff meeting. While Ginger was working as the receptionist, a patient arrived and showed her Medicaid card. Ginger explained that she needed to see a picture I.D. because of increased fraud. The patient became indignant and refused to comply because she felt she was being accused of doing something illegal. Ginger asked Darla to explain the situation to the patient.

Questions

1. Should the patient be required to comply with the new policy in order to be seen by the physician? Why?
2. Could Ginger have handled the situation differently?
3. What should Darla tell the patient in order to calm her down?