A few weeks ago, I was speaking with the receptionist at my doctor’s office. As she handed me my credit card and receipt, she asked,
“Are you aware of the Patient Portal?”
I responded, “Yes.” Later, I realized that she had asked me the wrong question.
In my opinion, there were better questions to have asked in that scenario:
- “Are you registered for the patient portal?”
- “Do you have any questions about the patient portal?”
- “Would you like some information on the advantages of the patient portal?”
- “Do you need some instructions on how to navigate the patient portal?”
I think the question she asked was meaningless and she probably can’t do much (if anything) with my answer.
- What do you think about the question I was asked?
- Do you like the alternative questions I suggested?
- Have you ever been in a similar situation to the one I was in?
I look forward to reading your comments.
Fee Sepahi says:
Hi Merrill,
I would have thought her initial question would have led to the subsequent questions you stated.
I assume it did not since this is your post.
I totally agree that she should have asked if you were a user etc.
Pretty sure my doctors office reception stated the same way and assumed I was tech savvy enough to figure it out. I do believe that if the office has a vested interest in their system working, they should invest in training their patients and grilling them on their knowledge and usability.
Dana Moss says:
Having worked in an office setting similar this one, here’s what I would have done. Acted excited about our new portal (assuming automatically you didn’t know about it) And asked your permission to share it with you. Your questions were great by the way. Much more open ended and initiated conversation! Great blog