I stated that I would begin with an apology, and directly ask the guest if there was anything we could do to improve their experience. Then, I would ensure the guest that their experience would be resolved efficiently in a timely manner, but still remind them that the clinic may receive an influx increasing wait time/discuss our policies, and theirs, regarding insurance to ensure they had a clearer picture of how it works/detail self pay rates if that is applicable/ communicate scheduling details, etc. Overall, just take care of any discrepancies the guest may have to improve their experience, because the guest have to come in clinic though they do not choose or want to be, due to their injuries.