If a patient asks to move an appointment because of transportation issues, what should the receptionist do?

• A. Cancel the appointment immediately without review.
• B. Review availability, discuss options, and document the request with appropriate approvals.
• C. Move the appointment without checking availability.
• D. Refuse to reschedule due to transportation.

Answer: (B)

When a patient faces transportation issues, the receptionist should take a flexible, patient-centered approach. Start by reviewing the current schedule to see what alternatives exist, then discuss options with the patient—such as rescheduling to a different time, offering a telehealth visit if appropriate, or guiding them to transportation assistance. Be sure to document the request and obtain any necessary approvals so the change is recorded and compliant with clinic policies. This keeps the patient connected to care, preserves clinic workflow, and provides a clear, supported path to a workable solution. Cancelling outright wastes the opportunity to continue care, moving the appointment without checking availability can create conflicts, and refusing to reschedule blocks access to needed services.