a strategy you could use to help deal with a upset patient is to obviously tell them to calm down and then you can start to explain to them what the problem is or how to fix the issue
one way (strategy ) you can do is first tell them to calm down and Explain to them that they have miss their appointment/have the time mixed up and try to reschedule one for them when ever theirs one available . oh and remember to stay calm and never get too heated with them you have to stay professional
