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Originally Posted by graciegirl
It doesn't matter how unruly and difficult patients are. It is the duty of the office staff to be PATIENT, POLITE and if caring is somewhere in their pocket, use that too. The patients are the Paying Guests at their establishment.
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I never understood this way of thinking. Yes, office staff (waiters, clerks, cashiers, landscapers, whatever) should be patient, polite and caring. However, I have seen patients, customers and guests yelling, cursing and threatening the folks that are there to help them. There ARE situations where the "guest" crosses the line. I have always taken the approach that, yes, we should do everything in our power to accomodate those that come to us to spend their money. I always give them one raise in voice or profanity, inform them that I am here to help and yelling and profanity are not appropriate and then work to fix the problem. But, one more voice raise or profanity and they are no longer a "guest". And threats of physical violence are handled by reaching for the phone and calling the authorities.
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The receptionist may be less than one foot away from you and fails to acknowledge your existence.
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Bad form! They should greet you immediately. The glass is there to help keep sensitive information from drifting through the waiting room. I once was sitting in the waiting room with my wife and had to here about a patient's rather...umm...delicate rash and how she should apply the ointment to cure it. The conversation drifted out to the waiting room and was rather embarrassing. A window would have been welcome in that situation!
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How about those offices that are running 1/2 hour or 1 hour late, and there is no attempt whatsoever to communicate with the poor saps sitting in the waiting room.
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I hate this, too. I always expect that I will have to wait. It doesn't bother me, because I know that the doctor will spend time with me when it is my turn. But a word that the doctor is behind is nice.