Learning from Restaurants, Part 2

Courtesy, Office Style

Refer to this post for the beginning of the series:  http://dr-lasermed.blogspot.com/2012/01/what-we-can-learn-from-restaurant.html

I have always tried to run my office with as much care and kindness as possible.  I treat my patients the way I would want to be treated.  Over the years, my staff and I have worked at finding ways to make things as comfortable and patient friendly as possible. 

We start when people schedule their visit.  My front office person (Princess) is always polite.  She goes out of her way to make sure our patients get an appointment time that is convenient.  She tries to remember if they have children that need to get on or off the bus, they work nights, etc.  New patients get asked what time is convenient, and she does everything she can to work around their schedule.  She also makes sure they know how to find the office.  Princess calls people the day before their appointment, reminds them of the time and checks to see if they need those directions again. 

If the patient is coming after having been seen in another office, we ask her to bring her records if possible.  This avoids a second visit with another fee.  This is something that most people don’t think about.  We try to be aware of cost to the patient of everything we do.  This includes the time away from work or other regular daily activities. 

We have also tried to find the best and least expensive places to have lab work and diagnostic testing.  Sometimes this is dictated by insurance.  If our patients are paying cash, price is important.  I believe this will be more common in the future.  Patients don’t think of these things, so we try to be helpful this way.

Remember, this is a gynecology office, so there are certain things that we do that are just not going to be pleasant.  I can’t help that.  But I can explain up front what is going to happen, wait for the discomfort to pass, let women lie on the table or sit in the exam room until they feel better, etc.  I also tell patients that I hate pain as much as they do.  I use anesthetics or have them take medications before procedures if possible to minimize pain.  I also talk to them while something is going on.  Many of my patients don’t realize that I have even started doing some nasty test, and it’s already done.  Over the years I have been problem solving both in and out of the exam room this way. 

I try to take a practical approach to treatments, too.  I know most of my patients are busy women.  If it’s too complicated, too expensive, or she doesn’t believe in that particular treatment she often isn’t going to finish it.  I try to pay attention to how my patients feel about different treatments, medications etc. 

We also make sure patients have follow up appointments scheduled before they leave the office, whether it is here at our office or with another doctor.  I also let them know what to expect from their medications or after a treatment.  If any testing was done, one of us calls the patient with the results, even if they are negative.  It’s important to follow through. 

There are some issues with these policies.  That will be part three in the series!

What We Can Learn From Restaurant Service

And How I Figure My Tips Based on Service

Tall Guy and Mr. Impatient went out to lunch yesterday.  They went by themselves.  Afterwards, Tall Guy and I discussed it.  He had some interesting insights on the service he received today.  He calculates his tip the way I do – based on how good the service is.  Here’s why.

Tips are “gratuities”.  Most servers earn most of their salaries based on their tips.  The understanding is that the tip is at least partially based on service.  I know that restaurant servers are paid very little by the management.   I have also known women who make a living working in restaurants.  Remember, I’m a gynecologist.  They all know that their tips depend on their service.

So, most servers know that they need to be polite.  There are subtle tricks to increase the total on the bill.  (“Do you want fries with that?”  “And to drink?” 
“Do you want desert?”)   I don’t mind.  Sometimes those suggestions are helpful.  They are more familiar with the menu and the kitchen, so they can tell me what substitutions are and are not allowed. 

When the children were smaller, it was great if they would locate us out of the main traffic area.  We also needed booster seats or high chairs.  Solving problems like these makes patrons much more grateful.  I always made our tip bigger.

We often have “special orders”.  Mr. Impatient doesn’t like pickles, parsley, lettuce or any other “stuff” on his plate.  I make sure to be very plain about this when we order.  Paying attention is important.  If the plate comes out wrong, the tip will be much smaller.  I don’t want to deal with drama when I’m paying for my meal. 

There’s an art to knowing how often to check back on the customer.  In food service, seeing if the coffee or drinks need refilling is the usual excuse.  Following through is what I would call this at my office.  Having the check ready is part of this, too.  I hate having to wait to pay my bill. 

Mr. Impatient took me out to lunch today after he had some blood work.  Our waitress was wonderful.  She brought us menus and our drinks right away, suggested a way to switch the omelet without charge so that it was the way I wanted it, checked back just enough times to fill our drinks, and was ready with the check when we were ready to go….  It was quite busy, but she kept track of how we were doing.  She even gave us “go cups” of our drinks.  Her tip was well over 20%.  Of course, Mom figures out the tips.  Mr. Impatient hasn’t quite figured out this process yet. 

This is the article that inspired this post:

http://etereman.com/remanu/when_things_dont_go_as_planned/

Another time I will explain how I can and do apply this to my medical practice. 

Courtesy

Where has It Gone?

We were driving in the car the other day, when Three Speed made the comment that most people don’t use their turn signal any more.  We watched for a little while, and he was right.  It got me to thinking.  Where has common courtesy gone?

I had an argument on line with some friends about manners.  As a parent, I spend lots of time trying to instill them in my children.  I also try to live what I teach.  I say please and thank you, even at the drive thru.  I hold doors for people and try to teach my kids to do the same thing.  You know all the stuff you hated that your Momma taught you when you were little. 

We seem to have lost courtesy in the world today.  Instead we have “individual rights”.  These include things like the right to protest at a ceremony for special education students because you don’t approve of the governor’s recent policy statements.  Do these people care about the rights of those children?  I don’t think they even thought about it.  They were being selfish about whatever their own agenda was.  I see examples of this in the news all the time.  It’s time to think about how our actions impact others.

What I find really amusing is people’s reaction to when I do something courteous but not expected or necessary.  Something little like letting someone go ahead of me in line in the grocery store.  Or letting someone into a long line of traffic.  I love to see the look on their faces.  I get that same look when someone does the same thing for me. 

I would love to see everyone do at least one “random act of kindness” and see what happens.  It’s funny how it gets a little warm fuzzy inside you going.  Try it.