Be Nice

By Dr. Sharon Kelly-West –

I was scheduled for a follow-up visit with a specialist due to a fall while in California recently.

Let me tell you folks: slips, trips, and falls are real. Fortunately, because I practice balance exercises and I am active, I did not experience any breaks or fractures, but the pain from the injury was real. My first of two visits to the specialist’s office was on a Saturday. The pain was so intense I did not want to go another day without being seen.

A Pleasant Professional Experience

There was only one intake person at the front desk, as the office would be closing in one-and-a-half hours. There were perhaps four people waiting to be seen, three of them present when I arrived. Though I could tell the front desk intake person was overwhelmed, she was matter of fact yet pleasant.

To be clear, though she was not exactly welcoming us with open arms, we did not feel dismissed or a nuisance to her—and the visit went well.

Four weeks later I went for my follow-up visit. My appointment was on a Friday morning at 8:00, and when I entered I marveled at the comparison between how I was barely walking steadily four weeks before and how much less difficulty and pain I was having now.

Not So Pleasant

At the front desk, two intake windows and one check-out window are staffed by three young ladies. One intake window is free, so I stand there, noticing that “my” young lady is obviously frustrated with her computer. For five minutes—while my leg is starting to pain me from standing immobilized—she shakes her head and repeatedly mumbles, ‘What is going on with this thing?’ Not once does she say, “Ma’am, I apologize but my computer is not cooperating. Thank you for waiting.”

Nothing. She does not even look up at me. So I shift mid-way between her window and the other intake person in case it opens up, but the patient there is busy asking questions. Finally, another two or three minutes having passed, my intake person looks up and says, “I can help the next person in line.”

Again …

By this time, I just wanted to bend forward and slap her. I didn’t, but really: I am the only one standing at her window, so what kind of a nonsensical remark is that? I keep calm while she asks my name, date of birth, and who I am here to see. Now, remember, I have an appointment. The only question she needed to ask would validate that I am who I say I am; then she’d know my name and who I am scheduled to see.

But I share the information she requested, and she hands me an iPad and states, “I need you to complete this and bring it back up front.”

and Again …

Whaaat? Two nights prior I received a text message suggesting I “Check in early” to save time when I arrived. I had completed that “pre-check,” so why, pray tell, am I now answering questions on a tablet that are profoundly similar?

By this time, my leg is throbbing, and I push back, saying, “I did this already. Why am I being asked these questions about why I am here today, and having to tell my medical history again?”

“I don’t know,” she says nonchalantly as she looks down to continue doing whatever else she was doing.

Whose Pain is it, Anyway?

I realized I was interacting with a person who is essentially disconnected. I hobbled to a seat, completed the questions, returned the iPad to the intake window, and sat to wait—fortunately only about 10 minutes—to be called to see the doctor. Nice.

Shortly after I limped into the exam room, the doctor came in and asked how I was doing. I told him that when I arrived this morning, I would have answered that question very differently than what I will share at this moment. He looked puzzled as I began the saga of “The Front Desk.”

Readers, here is the message: Be nice. Considerate. Thoughtful of others. This goes especially for providers of services, medical or otherwise.

For example, though Covid is essentially unseen, the virus has had a high impact at some level for us all. We have been socially distanced, our masks hide our grimaces or smiles, we do a double take if someone coughs more than once within our personal space. How do we know if folks who entered a space before us practiced hand hygiene before they touched the doorknob or an elevator button? What about those who sneeze in the open air without covering their mouths with a tissue or doing an elbow sneeze?

Medical Office Suggestions

For clinicians, check the pulse of your office environment. When folks enter a medical office, they are there because of pain, an abnormal lab result, scheduling for testing, an annual exam that maybe was not convenient due to work schedule but is still necessary. Maybe they’re taking children for their exam, for treatments, and a host of other reasons. They’re not in your medical waiting room because they had nothing better to do!

Ambience

Identify a budget line item for a daily floral arrangement (most grocery stores sell great arrangements at a reasonable price).

Play low-volume overhead background music that is soothing, with relaxing instrumental sounds.

Staff Attitudes

“Bad attitudes” heap coals onto our existing circumstance. Consider implementing staff huddles before the clinic day starts. Make sure that all are aware that greeting people and making people feel welcomed is key in your practice, your clinic, etc.

Management Attitudes

Does leadership send a note of thanks to staff for the great job they are doing—and not just on “Secretaries Day” or Administrative Staff Recognition Day?

Do you say “thank you” when your staff arrive in the mornings and leave in the evenings? After all, everyone wants to be appreciated, and a simple “Thank-you” speaks volumes. When staff are treated courteously by their leadership and co-workers, it can overflow into the quality of care that is delivered at the front of the office.

So, what did I say to the doctor? Basically, I said, “You all have no idea what happens at the front of this office before a patient gets to you. The front staff can make or break a visit.” I went on, “If you encounter a patient who appears to not be having a good day, say to them, “It’s good to see you, Ms. X/Mr. Y. How was your service today?” Listen to their responses; the patient needs to be heard, and to feel heard. My doctor thanked me for sharing my experience, apologized, and told me he would share it with the office manager.”

Only then lead into the reason for the visit.

Whether your role for the moment is one of staff member, patient, customer, neighbor—BE NICE!

Can’t we just BE NICE! After all, “The time is always right to do what is right.”