can you reword this to make it sound more professional Initially managing this situation is putting the patients interests first (REF GDC). Communicating effectively with the patient and apologising would be the initial reaction, it is important as it helps address their concerns and to find a resolution. It improves patient satisfaction and contributes to a positive experience. Treating the patient although it has ran into the therapists dinner time is also putting the patients interests first. This would be the most professional thing to do as the patient will be happier as we have made a mistake and it is not the patients fault.