PLEASE TRAIN YOUR FRONT OFFICE STAFF! The woman who checked me in today was abrupt, curt, and matter-of-fact. She lead with the threat I would not be allowed to see the doctor, and again threatened a second time before she did any research or verification.
(I have been an office manager in a General Surgeon's office and LTC Consulting Firm for over 35 years, and have trained many receptionists, assistants, and back office staff.)
While driving to my appointment, I had been stopped for construction for 12 a minute wait, then got stuck behind a rock hauler going 20 mph for 10 miles. I CALLED THE OFFICE WHILE WAITING IN TRAFFIC as a courtesy to let them know I would be "on time or a minute or two late, but I'm coming". I had planned to be there 15 minutes early as requested.
When I arrived, the Front Desk receptionist threatened to not let me be seen as I was TWO MINUTES LATE--despite my courtesy phone call and unavoidable delays--because I supposedly had 15 minutes worth of paperwork to fill out. Her next reason to deny my visit was she claimed I needed an X-ray before a doctor would consult with me--News to me! I have carpal tunnel--I had the required pre-testing before my consult. Why would I need an X-ray?! I told her I would need to discuss it with the doc because an X-ray is not warranted for my Dx. Her abrupt and haughty manner is more my complaint as well as the office policy of denying care for being 2 minutes late.
After she finally graced me with permission to be seen, she handed me two short papers which took me a total of 20 seconds to date, time, and sign. So wait... its okay if they require 15 minutes of MY time for a 20 second signature and then sit around for 14 minutes, but when I'm 2 minutes late they threaten not to see me? I was so put off that I strongly considered just leaving and just driving the distance to see my previous Orthopod in Placerville, and I almost did walk out. It seemed they were looking for reasons not to see me anyway.
So my advice to that receptionist:
VERIFY bad news before gently discussing it with the patient--don't lead with it. Certainly don't give multiple threats until you verify. And do it with tact, empathy, and a careful choice of words. TACT is the ability to tell the truth in a way that considers other people's feelings and reactions. Then, use EMPATHY and emotional intelligence to connect with people, and to see things from their perspective. And thirdly, your choice of words and body language can influence how others perceive your message. It doesn't take any extra time to be kind and courteous, only preparation and care on your part. If you don't get training, watch a couple YouTube videos for great ideas on what phrases and words work best for your situation. Be the best and aim high!
Anyway, the wait time to be called back was reasonable, (so I hadn't kept them waiting) the Back Office staff was GREAT! They get both of my stars. My visit with the doc was also good--he agreed with my simple carpal tunnel dx and treatment plan, I verified with him that X-rays were not warranted, he went over the procedure and I was done. I'm glad I didn't leave, but note from one Office Manager to another: TRAIN YOUR FRONT OFFICE STAFF! read more