Kelly AlhooiePelviBiz, Pelvibiz · Healthcare Business Strategy Assistant

Cash Based Practices | What to Say When a Patient Says They Are Not Progressing

25 Aug 2026 · 2 min

Watch on YouTube

1:50

In this instructional segment, Kelly Alhooie provides a detailed, step‑by‑step script for front‑desk or administrative staff to use when a patient calls expressing that they are not progressing or are unhappy with their care. The approach emphasizes empathetic listening, validation, and probing to uncover the true source of the concern—whether it stems from the patient’s beliefs, a specific clinic event, unmet expectations, therapist fit, or homework overload. After identifying the root cause, the admin records the issue, informs the therapist, and arranges a timely callback and appropriate scheduling to address the patient’s needs without wasting anyone’s time. The overall goal is to resolve patient frustration, maintain therapeutic momentum, and ensure clear communication between staff, therapist, and patient.

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Okay, so Sally calls us and she says, I'm not progressing, I'm not happy, I'm just concerned that I'm not progressing, and is there anything you guys can do? So as an admin, we just have to listen and hear them out. So as an admin, I say, I'm so sorry to hear and you feel this way. Can I ask you why you feel this way? Let them talk. This is when you really have to dig to get them to understand, or for us to to understand truly what their concern is. Is it their belief that's an issue? Is it— was it something that actually happened at the clinic? Or maybe was it something that didn't happen at the clinic, that expectations weren't met? Do they think that this one technique or this one therapist is going to solve all their problems, and they're not seeing that therapist, or they're not doing that treatment every single time when they come in, so they believe that the visit is not Worth it? Like, what is it that they feel that they are not making progress with? Or do they feel overwhelmed? That's another big one. Like the therapist may be giving them too much of homework and they feel super overwhelmed. So like that's a concern. So really try to understand what and dig what their big problem is. And then this is what I also say: I completely hear you, and I've written down what you've said. We will share this with your therapist and have them call you to discuss. your plan of care. They have an opening at this time. I will have them call you at that time. Does that work for you? That way we can coordinate schedules, not waste the therapist's time, not wait the— not waste the patient's time, and not have the patient so frustrated. Does that work for you? Yes, it does. Okay, great, perfect. And then we have the therapist call them and get them on the phone and see what's happening.