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The medical profession is a service industry. Part of what makes any
service business successful is the manner in which it treats its
clients. Although I hear a lot of complaints from physicians about how
poorly they are treated by patients, many patients are also mistreated
by physicians, whether or not it’s intentional.
As a good example,
let me relate to you an interaction I had with a physician this week
when following up on a radiology test for my daughter. It should be
noted that this appointment was rescheduled three times in order to
accommodate the doctor’s schedule, and I was "informed" of the change
without any effort to consult my schedule. Although I found this
unusual, I let it slide.
Upon arrival, I sat in the waiting room
for almost one and a half hours before meeting the physician. Although I
approached the receptionist multiple times to check the status of the
visit, I was provided with neither an apology nor an explanation, other
than being told the doctor was with the prior patient. A long delay with
a hungry and tired 4-year-old is not a fun experience. I am surprised I
did not walk out!
While some delays cannot be avoided, this
physician was not called away to an emergency nor did she perform
procedures in her office. When I (finally) saw her, she offered no
explanation or apology for the delay (although I was clearly unhappy).
She then asked if I had brought the radiology CD with me. I was confused
by this question, since I was informed by the hospital that a report/CD
would be sent to the doctor. When I related this, she indicated that
she had received nothing. Although I had spoken to her office numerous
times, at no time was I told this was my responsibility or that they had
not received the materials. At this point, it became clear to me that
not only had I wasted my time waiting for her, but that the appointment
was worthless as well. I will end my story here, but suffice to say I
will not return to her office.
As fine a physician as you may be,
your interactions with patients affect their impression of you and
whether they recommend others to you. How should you avoid the outcome I
experienced?
1. A physician and his or her staff should apologize
and provide an explanation for delays. An estimate of the delay and an
offer to reschedule may be appropriate. Assurances that such delays are
out of the ordinary is reassuring to a patient. Train your staff
accordingly.
2. There is no reason for hour-plus delays in a
typical medical practice. If you are not watching the time you spend
with your patients, have a staff member keep you on schedule. While
delays do sometimes occur, avoid seeming disrespectful to your patients.
Imagine if you went to see a lawyer and had to sit one and a half hours
without explanation — would you return? Treat others as you would want
to be treated.
3. Inform your patients of expectations regarding
materials needed for an appointment. Do so when the patient makes the
appointment and in any AR follow up calls. Note in the file every time the
patient is informed. Had I known the physician did not have what she
needed, I would have made necessary arrangements! Remember, in the end I
am out time, but this physician was not able to bill or be reimbursed
for any services. If there is no practice policy to avoid this issue,
lost revenue and patient frustration is sure to build.
4. Don’t
let your patients leave the office upset, whenever possible. No practice
needs patients who are likely to file Internet complaints or spread bad will regarding you or your practice, especially if it’s avoidable.
Interacting
with clients in any industry can be challenging. Proper management and
training of staff can help avoid many patient issues. While practicing
medicine is certainly a noble profession, it is also a business. Success
or failure of any business can depend on how your customers are
handled.
Source From Physicians Practice.
Thanks For sharing!!!
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