How should a receptionist handle a patient who appears intoxicated or behaviorally unsafe?

• A. Ignore the situation and proceed with the appointment.
• B. Ensure safety, involve security or clinical staff, and avoid handling; follow facility policy.
• C. Confront the patient with a calm explanation and continue.
• D. Arrange for the patient to be escorted offsite immediately.

Answer: (B)

When a patient appears intoxicated or behaving in a way that could threaten safety, the priority is to protect everyone in the facility. The receptionist should not try to manage the situation alone. The best approach is to ensure safety, involve security or clinical staff, and follow the facility’s policy. This means keeping a safe distance, avoiding physical handling or arguments, and quickly calling for trained responders who can de-escalate and assess the situation. Following established policy ensures actions are appropriate, consistent, and legally sound, and it guides what happens next, such as medical evaluation, scheduling adjustments, or escorting the patient offsite if needed.

This approach minimizes risk to the patient and others, preserves staff safety, and ensures guidance from trained personnel who know how to manage intoxication or unsafe behavior. Ignoring the situation, trying to confront the patient alone, or removing the patient without coordination can heighten risk and lead to unsafe outcomes.