A night shift and an appointment conflict

Setting: A community nursing clinic

A patient has missed two review appointments because of night work. The service offers an afternoon clinic and a telephone booking call; the clinical team must confirm the review plan.

Task

Explore the concern behind the opening: "The letter says I failed to attend. I was asleep after working all night."
Clarify the specific barrier and acknowledge its effect on the patient.
Explain the supplied next steps and respond to this possible question: "I do not want another appointment booked before someone checks my rota with me."
Check the patient can distinguish what is agreed from what needs confirmation.

A night shift and an appointment conflict supplied plan

A patient has missed two review appointments because of night work. The service offers an afternoon clinic and a telephone booking call; the clinical team must confirm the review plan.
The booking team can discuss available afternoon appointments and record the patient's preferred contact time.
The nurse will ask the reviewing team whether the planned review needs to happen sooner than an available afternoon slot.
Do not promise a specific slot or assume the clinical review can be replaced by a telephone call.
I can ask the booking team to contact you at a time you agree, rather than simply send another appointment. There are afternoon clinic appointments they can discuss with you.
I also need to ask the reviewing team about the timing of your review. The booking call sorts out an appointment; it does not replace the review itself.

Fictional exam scenario only. Supplied arrangements are not medical guidance for a real patient..