Thursday A Taste of Flava

What Do I Do When the First Calls of the Day Start Out with Angry Patients?

Good morning, everyone.

Today my morning started with a patient who was angry.

Not because of me personally, but because I was the first voice she heard.

Working at the front desk in healthcare means we often become the face and voice of the entire clinic. Patients don’t always know who the scheduler is, who the nurse is, who works in the operating room, or who makes medical decisions. They simply know they need help, and the person who answers the phone becomes the person they talk to.

Some mornings my very first call is someone who has been waiting for a callback.

Someone who is frustrated.

Someone who is scared.

Someone who feels unheard.

My job isn’t to argue with them or become defensive. My job is to listen, gather the facts, explain what I can, and connect them with the right person.

That doesn’t mean every conversation is easy.

Sometimes I’m yelled at.

Sometimes I’m blamed for something completely outside of my control.

Sometimes I simply become the person standing between a frustrated patient and the healthcare system.

One lesson this experience has reinforced for me is this:

Communication builds relationships with trust.

Patients don’t always expect immediate answers. What many want most is to know someone is listening and that they haven’t been forgotten.

A simple update can change the entire tone of a conversation.

As healthcare professionals, we may never fully realize how much our words—or our silence—impact the people who trust us with their care.

Today, I choose to answer each call with patience, kindness, and professionalism, even when the conversation begins with frustration.

Because behind every angry voice is usually someone who simply wants to feel heard.

Have a beautiful Thursday.

— Lady Flava 🌻