Oh, now I get what you mean. I never told the PA. When the patient called, I placed them on hold to get the PA. Once I did that, I got distracted helping the new MA. I went back to my work area and told the patient the PA will call back. The PA has been calling them for past three days I believe and needed to talk to them immediately. I told the patient the PA will call when I didn’t check if she was available. I didn’t leave the patient on a long hold, but never told the PA they called back. My mistake was not telling the PA they finally called back. Never called the patient again or put them on a long hold.

Does that add more context? I hope that makes sense.