Explain how you would handle patient complaints about a transgender bathroom arrangement like the one described.

Case Study

Consider the following case study: A 25-year-old woman enters the clinic as a first-time patient. She tells the receptionist that she has not seen a physician for over 6 years, and she would like a checkup. She is given an intake form to fill out, on which she reports that her current gender identity is female, and her assigned gender at birth was male. Her first name is Justina, but her identification lists a masculine first name, Justin. While she is waiting to see a physician, she enters the women’s restroom. A short time later, another patient comes out of the women’s restroom and reports to the receptionist that she thinks a man is using the women’s restroom. The receptionist immediately sends a medical assistant into the women’s restroom to see if there is a problem. The medical assistant returns and says everything is fine. Justina exits the restroom and sits in the waiting area unaware that any of this has occurred. After a short wait, a nurse appears with a chart and calls for Justin. Justina looks around sheepishly. The nurse calls again for Justin. The patient who had reported a man in the women’s room laughs derisively. Justina, feeling awkward, gets up and goes to the nurse, who takes her to an exam room. In the exam room, Justina waits nervously for the physician.

-Explain how you would handle patient complaints about a transgender bathroom arrangement like the one described.

-Explain what you think is the best way to address a patient whose preferred name does not match the name on their identification card.

-Recommend at least two strategies that you could use to prevent and address patients who criticize or harass transgender patients in your clinic waiting room.

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