How would you respond to a delay complaint when the finish time is unknown?

Instruction: Give a brief response to the patient and explain how you would turn it into a useful next step for them.

Context:

Fictional case: a patient checked in at 14:00 for a 14:10 visit. It is 14:30, and they say, “You always keep me waiting. I need to leave by 15:00.” The dentist has not confirmed when they can begin or whether the planned care can finish by 15:00. Reception can discuss rescheduling options. You can ask the dentist for a timing decision and promise a progress update in five minutes, but you cannot promise treatment duration or change the care plan yourself.

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I would say, “I am sorry you have waited. I understand you need to leave by 15:00...

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