Comments on: What Does that Mean? http://www.marcresearch.com/blogs/merrill/2007/01/12/what-does-that-mean/ The thoughts and experiences of Merrill Dubrow Tue, 06 Jan 2009 04:37:33 +0000 http://wordpress.org/?v=2.6.1 By: Sybil Stershic http://www.marcresearch.com/blogs/merrill/2007/01/12/what-does-that-mean/#comment-1487 Sybil Stershic Tue, 16 Jan 2007 00:58:18 +0000 http://www.marcresearch.com/blogs/merrill/2007/01/12/what-does-that-mean/#comment-1487 Great post, Merrill! You'd think by now the medical profession would have learned from the airlines, especially the smart gate agents who keep their customers informed of delays. The key is communication - when scheduling gets out of whack, patients, passengers, and all customers appreciate being kept informed instead of being kept in the dark. Great post, Merrill! You’d think by now the medical profession would have learned from the airlines, especially the smart gate agents who keep their customers informed of delays. The key is communication - when scheduling gets out of whack, patients, passengers, and all customers appreciate being kept informed instead of being kept in the dark.

]]> By: Kristy Hoover http://www.marcresearch.com/blogs/merrill/2007/01/12/what-does-that-mean/#comment-1482 Kristy Hoover Mon, 15 Jan 2007 20:52:21 +0000 http://www.marcresearch.com/blogs/merrill/2007/01/12/what-does-that-mean/#comment-1482 I guess I should thank my doctor for making sure I am comfortable when he arrives. He always asks how I have been, what’s been going on since I saw him last and we may even briefly discuss our most recent vacations or kid’s school projects (all while he is prepping his tongue depressors, etc). He takes the time to listen to what ailments my daughter or I have, asks thorough questions, and takes time to fully understand why we are visiting him. I would prefer to wait a few extra minutes to know my doctor is going to take his time with me, answer all my questions and not rush our appointment. Doctor’s have to protect themselves from malpractice lawsuits by taking the time they need to avoid a misdiagnosis. That long distance phone call suddenly sounds like a cheap penalty for being a few minutes late. It's your health...not the cable guy we are talking about here. Here is a different way to look at the delay - consider the wait a break from your busy day. Carry a book with you to doctor’s appointments, car repair shops and the post office. These places are notorious for long waits so catch up on some reading and enjoy the break! I guess I should thank my doctor for making sure I am comfortable when he arrives. He always asks how I have been, what’s been going on since I saw him last and we may even briefly discuss our most recent vacations or kid’s school projects (all while he is prepping his tongue depressors, etc). He takes the time to listen to what ailments my daughter or I have, asks thorough questions, and takes time to fully understand why we are visiting him. I would prefer to wait a few extra minutes to know my doctor is going to take his time with me, answer all my questions and not rush our appointment.

Doctor’s have to protect themselves from malpractice lawsuits by taking the time they need to avoid a misdiagnosis. That long distance phone call suddenly sounds like a cheap penalty for being a few minutes late. It’s your health…not the cable guy we are talking about here.

Here is a different way to look at the delay - consider the wait a break from your busy day. Carry a book with you to doctor’s appointments, car repair shops and the post office. These places are notorious for long waits so catch up on some reading and enjoy the break!

]]> By: Bette Anne Champion http://www.marcresearch.com/blogs/merrill/2007/01/12/what-does-that-mean/#comment-1481 Bette Anne Champion Mon, 15 Jan 2007 20:23:49 +0000 http://www.marcresearch.com/blogs/merrill/2007/01/12/what-does-that-mean/#comment-1481 Years ago (and I do mean years!) I worked for a multi-location mall based data collection company. A colleague in another office often complained about how long it took at the doctors office. Much the same experiences as you Merrill. She was nearing retirement and came up with a plan. Her last official act was to recruit 10 physicians for interviews concerning non-clinical office prducts. When the physician arrived they were each to be shown to a private interviewing booth, told to strip to the waist and to put on one of thoes beautiful paper gowns. At this point she would tell them that someone would be right with them...then she was going to walk out the door, knowing that retirement and revenge were sweet. (The company still exists so I assume she did not follow through but what a lovely idea!) Years ago (and I do mean years!) I worked for a multi-location mall based data collection company. A colleague in another office often complained about how long it took at the doctors office. Much the same experiences as you Merrill. She was nearing retirement and came up with a plan. Her last official act was to recruit 10 physicians for interviews concerning non-clinical office prducts. When the physician arrived they were each to be shown to a private interviewing booth, told to strip to the waist and to put on one of thoes beautiful paper gowns. At this point she would tell them that someone would be right with them…then she was going to walk out the door, knowing that retirement and revenge were sweet.
(The company still exists so I assume she did not follow through but what a lovely idea!)

]]> By: Stacey Weber http://www.marcresearch.com/blogs/merrill/2007/01/12/what-does-that-mean/#comment-1480 Stacey Weber Mon, 15 Jan 2007 20:15:19 +0000 http://www.marcresearch.com/blogs/merrill/2007/01/12/what-does-that-mean/#comment-1480 We all know, waiting is a part of going to the doctor- we expect it, even though we all complain about it. Of course, it is even worse if you are actually sick and not in for just a routine check-up. If you only wait 15-20 minutes, that’s good, right? 30 minutes total, well, that’s pushing it, but you are usually not too annoyed. I agree, it is disrespectful - could you imagine if we did the same thing to clients we go to visit or come to visit us? Doctors should care about customer service, but they don't have to change - nearly all of them act the same way, just like the illegible handwriting- I think it’s coercion or maybe they teach it in medical school these days? Here’s the thing, most of us have no clue if our doctor is truly a good doctor or not. Are they doing all the tests they should? Are they reading the results properly? We typically get referrals from friends when choosing a doctor, some of us actually do some more in-depth research, but how many of us actually know enough about the profession or problem at hand to be certain this guy knows what he is doing? How do we judge our doc? -by his customer service! How’s his bedside manner? Do we think he’s a nice guy? How long did we have to wait? How much time did he spend with us? Did he answer all our questions satisfactorily? Really, customer service should be the most important thing to medical professionals, as that is really the only thing the general population has to go on when formulating an opinion about their doctor. I guess when you expect poor service, getting mediocre service seems great! We wouldn’t put up with it from wait staff or real estate agents, etc., but docs have been getting away with it for a long time now. No, I don’t think the docs “get it” when you make them wait. Why would they change? Clearly, there is no shortage of patients and they don’t have to have good service to make a good living. I like the phone and rummaging through the cabinets ideas, though.  We all know, waiting is a part of going to the doctor- we expect it, even though we all complain about it. Of course, it is even worse if you are actually sick and not in for just a routine check-up. If you only wait 15-20 minutes, that’s good, right? 30 minutes total, well, that’s pushing it, but you are usually not too annoyed. I agree, it is disrespectful - could you imagine if we did the same thing to clients we go to visit or come to visit us?

Doctors should care about customer service, but they don’t have to change - nearly all of them act the same way, just like the illegible handwriting- I think it’s coercion or maybe they teach it in medical school these days? Here’s the thing, most of us have no clue if our doctor is truly a good doctor or not. Are they doing all the tests they should? Are they reading the results properly? We typically get referrals from friends when choosing a doctor, some of us actually do some more in-depth research, but how many of us actually know enough about the profession or problem at hand to be certain this guy knows what he is doing? How do we judge our doc? -by his customer service! How’s his bedside manner? Do we think he’s a nice guy? How long did we have to wait? How much time did he spend with us? Did he answer all our questions satisfactorily?

Really, customer service should be the most important thing to medical professionals, as that is really the only thing the general population has to go on when formulating an opinion about their doctor. I guess when you expect poor service, getting mediocre service seems great! We wouldn’t put up with it from wait staff or real estate agents, etc., but docs have been getting away with it for a long time now. No, I don’t think the docs “get it” when you make them wait. Why would they change? Clearly, there is no shortage of patients and they don’t have to have good service to make a good living. I like the phone and rummaging through the cabinets ideas, though. 

]]> By: Ace http://www.marcresearch.com/blogs/merrill/2007/01/12/what-does-that-mean/#comment-1476 Ace Mon, 15 Jan 2007 17:29:57 +0000 http://www.marcresearch.com/blogs/merrill/2007/01/12/what-does-that-mean/#comment-1476 If I wait more than 10 minutes I start looking for the latex gloves. I'll slip one on just for fun. The doctor seems have a chuckle from it too. If I wait more than 10 minutes I start looking for the latex gloves.

I’ll slip one on just for fun. The doctor seems have a chuckle from it too.

]]> By: Lorri http://www.marcresearch.com/blogs/merrill/2007/01/12/what-does-that-mean/#comment-1472 Lorri Mon, 15 Jan 2007 16:08:21 +0000 http://www.marcresearch.com/blogs/merrill/2007/01/12/what-does-that-mean/#comment-1472 Merrill -- you are so real and too funny!! I always ask for the first appt of the day/after lunch or the last appt of the day/before lunch. This has helped some. I want to know why Drs. can call you by your first name but you are expected to call them Dr. (and last name). Merrill — you are so real and too funny!!

I always ask for the first appt of the day/after lunch or the last appt of
the day/before lunch. This has helped some. I want to know why Drs. can call you by your first name but you are expected to call them Dr. (and last name).

]]> By: Tim Antoniewicz http://www.marcresearch.com/blogs/merrill/2007/01/12/what-does-that-mean/#comment-1468 Tim Antoniewicz Mon, 15 Jan 2007 15:05:32 +0000 http://www.marcresearch.com/blogs/merrill/2007/01/12/what-does-that-mean/#comment-1468 I was just saying last week that I should have been a doctor. I went to the doctor because I had a cold/cough that has been hanging on for about two weeks. I figured I better get it checked by a doctor. I was on time (which is good for me) but then waited 25 minutes in the waiting room. After being called back and going through the normal routine like Merrill mentioned (weight, BP, what's wrong) - I then waited another 20 minutes for the doctor to come in. I am a very patient patient. I don't use the office phone but I do play with the plastic hearts and organs and look through the cabinets for anything interesting. But when the doctor finally came in he spent a total of 6 minutes with me. Saying something like "Yeah - everyone has been coming down with this." He wrote a prescription and sent me on my way. I guess what I don't understand is if he is this quick - why did I wait so long? He should be flying through patients. I really should have been a doctor. I was just saying last week that I should have been a doctor. I went to the doctor because I had a cold/cough that has been hanging on for about two weeks. I figured I better get it checked by a doctor. I was on time (which is good for me) but then waited 25 minutes in the waiting room. After being called back and going through the normal routine like Merrill mentioned (weight, BP, what’s wrong) - I then waited another 20 minutes for the doctor to come in. I am a very patient patient. I don’t use the office phone but I do play with the plastic hearts and organs and look through the cabinets for anything interesting. But when the doctor finally came in he spent a total of 6 minutes with me. Saying something like “Yeah - everyone has been coming down with this.” He wrote a prescription and sent me on my way. I guess what I don’t understand is if he is this quick - why did I wait so long? He should be flying through patients. I really should have been a doctor.

]]> By: Bob Graham http://www.marcresearch.com/blogs/merrill/2007/01/12/what-does-that-mean/#comment-1464 Bob Graham Mon, 15 Jan 2007 14:09:32 +0000 http://www.marcresearch.com/blogs/merrill/2007/01/12/what-does-that-mean/#comment-1464 One of my pet peeves is the little sign you see at check in that says "Payment is expected at time of appointment". It seems terribly one-sided. As a patient, appointment is expected at time of appointment. One of my pet peeves is the little sign you see at check in that says “Payment is expected at time of appointment”. It seems terribly one-sided. As a patient, appointment is expected at time of appointment.

]]> By: Bev http://www.marcresearch.com/blogs/merrill/2007/01/12/what-does-that-mean/#comment-1462 Bev Mon, 15 Jan 2007 12:11:24 +0000 http://www.marcresearch.com/blogs/merrill/2007/01/12/what-does-that-mean/#comment-1462 Yes...I did pick up the fact that the nurse's picture you used starred in "One Flew Ovew The Coocoo's Nest".... Yes…I did pick up the fact that the nurse’s picture you used starred in “One Flew Ovew The Coocoo’s Nest”….

]]> By: Toby http://www.marcresearch.com/blogs/merrill/2007/01/12/what-does-that-mean/#comment-1426 Toby Fri, 12 Jan 2007 20:30:22 +0000 http://www.marcresearch.com/blogs/merrill/2007/01/12/what-does-that-mean/#comment-1426 Merrill - you are a true inspiration! Merrill - you are a true inspiration!

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