Lesson 8.4 — Mock 4: Angry Patient After a Delayed Referral
Candidate Page
A patient is upset about a delayed specialist appointment. Address their concerns and decide what can be done today.
Consult naturally. Do not try to force every communication skill into the case. Identify the patient’s agenda and use it to shape the consultation.
Role-Player Brief
You have waited months and feel nobody cares. Start irritated: “This is ridiculous.” Your real fear is that the condition is getting worse while you wait.
If the candidate explores well
- If acknowledged, explain the symptom that has worsened.
- If the candidate takes ownership of what they can do, calm down.
If the candidate misses the cue
- If they defend the system, become more angry.
- If they promise an appointment date they cannot guarantee, ask them to confirm it.
- De-escalate without becoming defensive.
- Find the concern underneath the anger.
- Take ownership without overpromising.
- Explain realistic next steps.
Anger is often a cue. Acknowledge the experience, then move from emotion to facts and action.
| Reflection | Yes / Partly / No | Evidence from the consultation |
|---|---|---|
| I found the real agenda. | ||
| I responded to the key cue. | ||
| My explanation used patient-specific information. | ||
| The plan was shared and clinically owned. | ||
| My safety-net was specific. | ||
| I sounded natural rather than scripted. |