Infusion Services: Right Care, Right Place
It’s 8:00 AM. You’ve just logged in when Elena calls. A system glitch sent her the wrong appointment details for her life-saving infusion. Can you de-escalate her panic and fix the error before she misses her window?
Start Simulation
"I’m so confused! My text says Downtown at 9:00 AM, but my nurse said Northside at 2:00 PM. If I miss this, my treatment is delayed two weeks. Please help me!
I'll need your full name and date of birth before I can look into any scheduling errors.
The automated system is usually right. You should head to the Downtown clinic.
I understand your concern, Elena. Let's look at your chart together.
Oh, thank goodness! I just got the corrected text. Thank you for listening and fixing this so quickly."
You’re all set for Northside at 2:00 PM, Elena. Is there anything else I can help you with today?
You're all set for Northside at 2:00 PM, Elena. You'll get a new text shortly with the correct details.
I’ve confirmed your 2:00 PM appointment at Northside is active.
Success
You've helped Elena. Congratulations!
Pro Tip:
always verify that you've met all the customer's needs. Close this window and select a different response.
Pro Tip:
Always verify that you've met all the customer's needs. Close this window and select a different response.
- Lorem ipsum dolor sit amet.
- Consectetur adipiscing elit.
- Sed do eiusmod tempor incididunt ut.
Lorem ipsum dolor sit
Pro Tip:
Make an empathetic statement to show the patient you care. Close this window and select a different response.
Pro Tip
Always lead with empathy before data. By saying, 'I can hear how worried you are, Elena,' you lower her stress levels immediately. Once she feels heard, you must verify the electronic health record (EHR) to resolve the conflict between the automated text and the clinical notes. Never rely on an automated system when a patient’s life-saving treatment is on the line.Close this window and select a different response.
Infusion Services: Right Care, Right Place v 2
Kevin McGuire
Created on February 24, 2026
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Transcript
Infusion Services: Right Care, Right Place
It’s 8:00 AM. You’ve just logged in when Elena calls. A system glitch sent her the wrong appointment details for her life-saving infusion. Can you de-escalate her panic and fix the error before she misses her window?
Start Simulation
"I’m so confused! My text says Downtown at 9:00 AM, but my nurse said Northside at 2:00 PM. If I miss this, my treatment is delayed two weeks. Please help me!
I'll need your full name and date of birth before I can look into any scheduling errors.
The automated system is usually right. You should head to the Downtown clinic.
I understand your concern, Elena. Let's look at your chart together.
Oh, thank goodness! I just got the corrected text. Thank you for listening and fixing this so quickly."
You’re all set for Northside at 2:00 PM, Elena. Is there anything else I can help you with today?
You're all set for Northside at 2:00 PM, Elena. You'll get a new text shortly with the correct details.
I’ve confirmed your 2:00 PM appointment at Northside is active.
Success
You've helped Elena. Congratulations!
Pro Tip:
always verify that you've met all the customer's needs. Close this window and select a different response.
Pro Tip:
Always verify that you've met all the customer's needs. Close this window and select a different response.
Lorem ipsum dolor sit
Pro Tip:
Make an empathetic statement to show the patient you care. Close this window and select a different response.
Pro Tip
Always lead with empathy before data. By saying, 'I can hear how worried you are, Elena,' you lower her stress levels immediately. Once she feels heard, you must verify the electronic health record (EHR) to resolve the conflict between the automated text and the clinical notes. Never rely on an automated system when a patient’s life-saving treatment is on the line.Close this window and select a different response.