"Yes, my husband had an appointment in the clinic earlier this week, and you were his doctor..."
"Sure, is everything okay?"
"No, everything is not okay. Your office broke my husband's wheelchair."
"I'm sorry, what happened?"
"Your office broke his wheelchair. You owe him a new wheelchair and I was wondering where I can send the bill."
"Uh, I'm not sure I'm the right person for you to talk to. I can give you the main number and you can ask for, uh, the clinic manager, I suppose."
"No, I'm not going to talk to a secretary who has no power to do anything. I know how things work. Only the doctors have any power."
"I'm sorry-- I really don't have power. I'm just a fellow, and I'm only at the clinic one day a week. I have nothing to do with billing or reimbursement or anything like that."
"That's what you all say, but I know how it really works."
"I really have to get back to my patients. You should call the main number and talk to the office manager."
"Do not hang up on me. You were his doctor. This is your fault."
"I'm sorry you feel that way. But I can really only deal with medical issues. You need to call--"
"You're not even going to ask what happened with the wheelchair?"
"I really can't--"
"We were leaving your office, and as we were folding the wheelchair up to get into the taxi cab, the leg support completely broke off, and now we can't even use it."
"Doctor, are you still there?"
"Yes. I can still only tell you to call the office manager, but from what you're saying, it sounds like it wasn't anything that happened in the clinic itself, but what happened with the taxi cab."
"My husband would not have been getting into that taxi if not for his appointment with YOUR OFFICE."
"I suppose that is true."
"I'm going to need you to call the office manager. But here's what you can do. Tell her that if she has any questions about what happened, she can ask me, and I can tell her exactly what you just told me."
"Okay, thank you, doctor."
"You're welcome. Have a good day."