We probably all have ordered something to be delivered by FedEx, UPS, or the good old U.S. Postal Service and know what it is like waiting for it to be delivered. We can track our packages online and following their every move knowing the exact hour that we will receive them. But what if something happens and the package is delayed or doesn’t show up? What if we really needed it that day and now had to wait. What a disappointment. We certainly would not be happy and may be even get upset or angry at the delivery service enough to make a phone call, maybe two if we did not get satisfaction from the first. And when the package finally does arrive, are we going to be quite and thank the delivery person? Probably not we will express our dissatisfaction with the failure to deliver what we wanted, when we expected. This is how our patients feel when coming to our office, they have a problem, they have waited to be seen, and are now at the office to finally get it taken care of. They might receive some treatment, but if it does not resolve their problem, it is like the package was not delivered or if it was when they opened it was broken, the wrong size, or product. They are disappointed, maybe even angry. They may even call the office and express their anger and disappointment. We all know that unresolved anger with a patient is something we do not want to have, for multiple reasons. Mostly we want to be able to mend the problem and try to alleviate the patients problem. Let’s look back on this situation, did anything really go wrong? Yes, the patient’s expectations were not met and yes, there is something we can do to prevent this from happening most of the time. Start by setting the standards that you want your office to run by such as how much time does it really take to see your patients and give them a valued appointment (yes there are some people who no matter how long you are with them will feel like their appointment was too short).
Start at the time the patient makes the phone call to make their appointment, letting them know when the tell the receptionist they have multiple issues, that the doctor will address them according to the time allowed for their appointment and they will be scheduled back to address their other issues as needed. The stage has been set. When the patient arrives in the office and is roomed and your assistant is doing the intake and again they present the laundry list, they hear the same office standard, “I have noted all of your issues, the doctor will address your main concern today and we will set follow-up appointments to address your other problems as needed.” Now for the tough part, the doctor enters the room (please read the chart note before entering so you do not ask them again what their problems are). You see the list and which is the most urgent to address and let them know, that today you will be addressing “such-n-such” after we are done with my assistant will reschedule you back so we can continue taking care of your needs. Ta-Da, it is done, you have set the expectations up so the patient knows what will be happening. At the end of your appointment time, review the follow-up plan so they hear again what you will be doing for them and not have to wonder and ask if they understand them. When a treatment is rendered make sure the patient understands what realistic expectations are for it, by not doing so they are thinking this is it, no more problems.
Clear communication is the key to understanding patient expectations and letting them know your expectations. We live in time where we want everything faster; better and at once so we can move on. When it comes to medicine and dealing with health issues this is not a realistic expectation.
By Tina Del Buono, PMAC
Comentarios