What should you tell a patient requesting to speak directly with the provider?

When a patient requests to speak directly with the provider, the best approach is to accommodate their needs while maintaining a level of professionalism and communication. Saying that the doctor is with a patient and offering to take a message is effective because it acknowledges the patient’s desire to communicate directly, while also clarifying the current situation of the provider. This response provides a polite alternative, ensuring that the patient feels heard and respected, and it confirms that their concern can still be addressed by taking down their message for the provider to follow up later.

Additionally, this response fosters good communication skills, where setting expectations for the patient creates a sense of understanding regarding the provider's availability. By doing this, the assistant helps maintain the flow of the office while ensuring that patients remain informed and engaged in their healthcare communication process.