Mary: "Hi, can I help you?"
Mrs. 11:30: "Yes, I have a routine appointment with Dr. Grumpy at 11:30, but my husband has a work-in with his cardiologist downstairs at 11:45, which he just made. Can I be seen early, so I can run down there?"
Mary: "I'm sorry, he's with someone now, and has an 11:00 appointment ahead of you. Otherwise I would."
Mrs: 11:30: "Can you..."
Mr. 11:00: "Hi, I don't mind waiting. I have the 11:00 appointment, so why don't you just switch us out? I don't have to be anywhere right away."
Mrs. 11:30: "Oh, thank you so much."
Mary: "Okay, that works for me. I'll let the doc know you're switching."
I finish with Mr. 10:30 and bring him up to check-out. Mary quickly explains the schedule change, so I bring Mrs. 11:30 back to my office. I address her issues, and we conclude the visit at around 11:25.
Dr. Grumpy: "All right, let me know how the medication change works out... I hope everything is okay with your husband."
Mrs. 11:30: "My husband? Why?"
Dr. Grumpy: "You said he had an urgent work-in with his cardiologist?"
Mrs. 11:30: "Oh, I just told the front people that. He's fine. I just needed to leave early because my cat sitter can't stay past 11:45."
She walked out front and left.