I'd let them express their anger, hear them out, and take note of any key points. I'd make sure to repeat the problems back and find a solution that deals with their problem within company policy. with the confirmation that the problem is solved and the patient is happy, I'd with them a good day and end the conversation with them on a positive tone. " it can be hard at times, but is crucial that you hear the patient out and try to find a real solution for the patient.