"When I worked at the local GP's office, we had a patient walk in and demand to be seen. This person was not our patient, and our clinic was already overbooked that day. I let him know that we could not take walk-in patients and that he would have to call our main office to register as a new patient, and then they would schedule him for an appointment. He was very upset and yelling at me in front of a room full of patients. I calmly asked him to lower his voice and asked him what he would like to be seen for. He had a headache and cough and wanted an antibiotic on the spot. I reiterated that we could not see him and explained that we had an obligation to treat our current patient load and respect the time of them and the physicians so they could provide adequate care to those already waiting. I provided him with a list of walk-in clinics in the area and an emergent care office address. In this situation, it was important to remove him from the main office where he was causing a scene while also trying to provide him with alternate solutions so he could get the care he needed. I usually try to de-escalate the situation as quickly as possible by remaining calm and professional as I assess ways to provide solutions to the patient."