Patients Have A Long Memory When It Comes to Good vs Bad Doctors

Have you ever sat across from a Patient, a loved one or maybe a family member during the holidays and heard their story about how they overcame an illness, cancer or seemingly impossible health crisis? Usually they talk about the people and the individuals that were put into their path along the way. “

 

Then I met Dr. Smith … then she did this and this …” Or, “Then he introduced me to and told me to …”

 

We’ve probably never heard a story without a relational component. There’s always a mention of that Doctor, that specialist or that nurse. How can more Doctors be fully present? How can Doctors with all of the weight you carry into the practice and into the exam room elevate and dignify [verb: make (something) seem worthy and impressive] the Patient relationship?

 

Here are some additional questions that might help as well. In your practice today, ask yourself these questions:

 

- Am I making it easy to see the Doctor?

- Is my team/staff equipped and forthright about what and where they see we can improve?

- Have I given my team/staff permission to show me where we can improve?

- How can we better navigate and serve Patients through the IN-BETWEEN moments in our practice?

- Have I given my staff permission to look for those in between moments and act upon them?

- How can we make our practice safer? (e.g. less germs; improved lighting; local artwork)

- How can we make our office more predictable? (e.g. Schedule; time spent waiting; etc.)

- IN A TRADITIONAL, PLAN-REIMBURSED Medical Office, Typically, your staff are the bookends [e.g. first and last people a Patient encounters] how can you make the “Farewell” more significant?

- Here’s a thought/consideration … —What if … “I (the doctor) were the bookends … e.g. being the first and last person my patients see.” ?

- If I am looking for unique ways to improve … is it really going to be better and what would make that change unique?

 

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