Unfortunately, they have to look at everything in terms of liability, thanks to the increasingly stifling nature of legislation regulating doctors, the soaring cost of malpractice insurance, and the constant threats any service professional is under in a litigious society.

My husband is a doctor, and often expresses frustration that to even get to a patient to treat them, you have to pass through a major obstacle course. And oddly, all these rules don't actually seem to reduce the incidence of bad doctors (or therapists) out there.

In this situation, the office staff person could use some better people skills. Be patient.

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