Doctors…do you know what your receptionists are doing?

Doctors…do you know what your receptionists are doing?

You’re sick enough that your oversized work ethic is requiring you to finally succumb to the mercy of a doctors office. After 3 miserable days in bed you finally manage to get showered and feel quite wiped out having done so. You half consciously make it to the doctors office…the place where you hope that you’ll finally get some advice or help in overcoming your misery…and what’s the FIRST thing you hear from the receptionist when you announce your on time arrival?

“Do you have insurance?”

No “Hi. How are you today? Sorry to see that you’re ill. We’ll be with you as soon as we can. Heaven forbid someone should actually acknowledge your human-ness and address you by name.

A little human consideration goes a long way towards improved health when you make us sit half naked with nothing but an oversized paper towel over us, or when we have to wait for hours in a waiting room with other sick, wheezing, vomiting people.

Sure insurance pays your bills. But PEOPLE pay for the insurance. And PEOPLE are who make the decision which doctor they will use. I realize that you may be oblivious that your receptionists are greeting your patients this way. But the majority of them are nowadays. Does it really rack up your overtime costs if your receptionist takes a millisecond to say “hello” before she asks about insurance information?

Here’s a perfect example…a true story…no exaggeration…

Patient calling into a doctors office: Hi. I’m ___________, the husband of ___________ who is a patient of doctor ______________. My wife just passed out after throwing up right after she took the prescription you gave her. What should I do?

Receptionist: “What insurance do you have?”

NO KIDDING! Holy cow, the least she could have done is said “Mr. _______, what insurance do you have?” or “I’m sorry to hear that. What insurance do you have?”

Doctors, if you’re unhappy with the grumpiness or the lack of social tact of your patients, a little bit of education of your greeting staff could make a huge difference in the daily fulfillment of your career.

Copyright 2009 Kellene Bishop. All rights reserved. You are welcome to repost this information so long as it is credited to Kellene Bishop.