Is there a diplomatic way to correct irate pts that are yelling at us for being late? I had a pt sign in for the appt and we were running a little behind. Front desk asked if I could go ahead and grab that one because pt's mom had been irate about the wait time. I called pt back, and mom started yelling about how it's unacceptable that we're "always this late." Pt mom went on to scream that they'd been waiting over an hour already and if we can't be on time then she'd bill the doctor for the excessive wait. She then started yelling about how the nurse from the last visit didn't know what they were doing because pt got a bruise from the intradermal, and it's not supposed to bruise. When I finally got the pt into a room, I looked. Pt sign in time was five minutes late for the appt to begin with, and pt had been waiting 28 minutes when I called them back. Is there a way to politely point that out to the mom? Also, mom wound up asking the same nurse that "messed up" the previous test to do the new test we were doing that day!