What should an agent do if a friend of the consumer attends an appointment without a prior Scope of Appointment (SOA)?

Completing a Scope of Appointment (SOA) with the friend present is the correct action because an SOA is a critical part of compliance in Medicare-related appointments. It ensures that the discussions are limited to specific topics that have been agreed upon by the consumer. This document is designed to confirm that the consumer understands who is present and the purpose of the meeting, providing clarity and maintaining transparency.

Including the friend in the process means that the agent can ensure everyone is aware of the boundaries of the discussion and that the friend can contribute in a manner that respects the consumer's preferences. This also helps fulfill regulatory requirements, as meetings involving Medicare discussions must be properly documented and compliant with established protocols.

Starting the appointment without an SOA risks violating compliance regulations, while asking the friend to leave or canceling the appointment would not facilitate a cooperative discussion. Completing the SOA is the best practice in this scenario.