“If our healthcare marketplace doesn’t start to see the Patient as the real Hero in the care journey who is patiently sitting on the other side of the exam room still waiting for you [the Doctor] … then there will soon come a day in your lifetime or mine where the Patient will no longer know, like or trust their Doctor,” says Michael Tetreault, Editor of Concierge Medicine Today. “I see that day coming sooner rather than later. Patient burnout is as real as Physician burnout and to ignore this fact is at your own peril. So for the Internists, the Family Physicians and even the Pediatric Physician offices of present day … if you don’t see yourself as the Confidante in every Patients story but rather desire to be the Hero of the journey, you will succumb to your metaphorical injuries [in the business of medicine] and be the tragic story about missed opportunities to earn a Patients trust that they will now tell others about — warning future Patients of the perils on the path ahead that awaits others along the way.”
By Concierge Medicine Today, LLC | The DocPreneur Leadership Podcast
When Your Staff Are No Longer Bothered By Wait-Times, There’s a Problem.
First, you as the busy Physician probably aren’t aware of piling up of patient frustrations.
Second, you probably have some staff that know about the recurring issue, won’t accept responsibility and certainly, won’t be telling you about it or admitting they’re part of the problem.
Don’t underestimate your Patient and the powerful story they want to share about their experience at your medical office. If you [the Physician] are not bothered by the wait-time or the attitude of your staff, or the inconvenient hoops a Patient has to encounter every time they want your time, then you as a Physician-leader within your community should be prepared and expect to get in line behind the rest of the medical offices in the world now vying for the privilege of serving that individual who believe it or not, wants to reward you with the gift of being a life-long Patient.
The real hero of every story is the Patient. Just ask a Concierge Doctor … they’ll tell you! 🙂
“When you come to my age, you know, that when you look back you cannot avoid seeing yourself. Be sure you see something beautiful. I wish I would have known that then, there’s some things I wouldn’t have done, some things I wouldn’t have said, something I would have done so that the view back looks so much better.” ~Horst Schulze, Founder, Chairman & CEO of the Capella Hotel Group, and Co-founder & Former COO of The Ritz-Carlton Hotel Co.
SOURCE: November/December 2022; Concierge Medicine Today’s DocPreneur Leadership Podcast