what to say to patients' family?

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I work at a private facility and our Dr. is usually late. The patients always ask where is the doctor? (sometimes I really don't know where she is) When I walk out into the waiting room, the family members ask why is it taking so long.... is the doctor here yet? etc. How do I respond to this?! Be honest? Or just be tough and say we're a little delayed, and then walk away?

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Specializes in Medical Surgical & Nursing Manaagement.

Since the MD is USUALLY late, I suggest you ask her what she would like you to say to her patients. If she doesn't give you a response, I'd probably say "She's running late". I would not make excuses for someone who totally disregards the time of her patients as being unimportant.

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Specializes in adult ICU.

Just tell them the truth -- that you don't really know. I usually say something like "He doesn't make the hospital staff aware of his schedule, so I am not sure. He usually is in at XYZ time, but I cannot guarantee that is going to happen today." I usually offer to pass a message on or a phone number if need be, as well.

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"I'm not sure, but if you see her let her know I'm waiting for her too" :)

No really, I wouldn't say that, but it would make me feel better too.

I agree with the poster who said say "She's running late." It's her responsibility to get there on time, or to at least let them know she's delayed. It's not yours.

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I always say "I don't know. The doctors have many patients, and some patients have a lot of questions and concerns that need extra time. I'm sure the doctor will be here as soon as possible." I don't think it's necessary to make the doctor look bad.

I also tell patients who are insistent that they are welcome to call the nurses' station and ask for the doctor's phone number.

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Specializes in ER, ICU.

"I don't know" I think is the best answer. Simple, true, and does not make you accountable for anything.

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Specializes in Hospital Education Coordinator.

also, you might approach the subject with the said MD to let her know about patient complaints. Perhaps she could call ahead?

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Specializes in Community Health, Med-Surg, Home Health.

I would probably say that the doctor is running late and that's it. If, by some chance the physician does make hospital rounds before coming to his private office, I may mention that as well, but otherwise, there really isn't much to say, really. And, as mentioned, you could probably ask him what he would like you to say.

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Specializes in pulm/cardiology pcu, surgical onc.

I hate this question! If I had a dollar everytime I was asked this....

What do they think? You're hiding the doctor in your back pocket?

It always amazes me that patients can't figure out that if the doctor is not with them that they might possibly be with another patient.

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Specializes in Community Health, Med-Surg, Home Health.
I hate this question! If I had a dollar everytime I was asked this....

What do they think? You're hiding the doctor in your back pocket?

It always amazes me that patients can't figure out that if the doctor is not with them that they might possibly be with another patient.

And, HOW! I mean, we have NOTHING to gain by keeping the doctor away from the patient because they certainly did not come to visit us. It toasts my cookies as well.

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