objective standards, my practice is
successful. It’s just not what I envisioned. It
feels like patients are treated more like
‘numbers’ than individuals.
Tell me more.
through. I get 10 minutes with them; half
of which I spend taking info and doing admin
stuff. I have no time to make a real
connection. Staff isn’t helpful. They don’t seem
to get that the patients are people, too.
How long is
the patient here from the time they leave their
car until they return to the parking lot?
Maybe an hour
and 10 minutes.
spend 10 minutes with you and another hour in
Let’s see what it feels like from the patient’s
Doctor and I meet in the
parking lot and walk into his suite. Check in.
Take a seat. Wait our turn.
What do we
of body parts; leg ligaments, spinal columns
What do we
unanswered. Staff bickering.
Fly, Rod & Reel,
Bark Magazine, Motocross, AARP
We get called in and taken
to the exam room. We’re left to find our way back to
reception and asked loudly to pay our bill.
One by one, the staff and I
do the same exercise. They become the patient.
They see what it’s like to sit in the reception area, listen
to the noises. When the front desk greets them, they feel
how impersonal it is.
So, with everyone aware of
the patient as person and wanting to create a more
intimate, welcoming feeling, we brainstorm together. I
ask questions like, how do you want to feel when you go
to your own doctor? How can you connect with the patient?
What would make waiting easier? What admin work could
you do so the doctor has all 10 minutes with the patient to
exam and create connection?
The staff was amazing.
They had so many creative ideas many of which we put into
patient experience….as crafted by the whole team
Walk into reception area:
calm music, great photos of faces from around the world,
Oprah Magazine! Phones are picked up by the second
ring. Staff greets you by name, escorts you to the
exam room, takes all of your info so the doctor can spend
his time attending to your issue and connecting with you as
While you wait, in the exam
room there is a screen streaming videos of thank you notes
On the way out, there is a
wall size map of the world. You’re invited to put a
pushpin in the place where you were born. It’s seeing
yourself as part of the “family”.
What we’ve created is the
same great care PLUS a sense of belonging, of being known,
More patient referrals
initiating new ideas
More efficiently run
A doctor who is
passionate about his practice again