Problem: Mrs. Jensen has been a patient in your office for longer than 10 years. At best, she has been difficult and demanding. She has failed to keep some appointments and often arrives late for appointments. When Mrs. Jensen phoned the office to make an appointment, the receptionist told her that Dr. Klein would no longer be able to treat her. Mrs. Jensen became very angry and threatened to call her attorney. How would you respond? Was the receptionist correct to deny her future appointments?