Is your motto reflected in every interaction?

Every interaction with patients should reflect the motto of the healthcare organization serving their needs.

Motto: A sentence, phrase, or word expressing the spirit or purpose of a person, organization, city, etc., and often inscribed on a badge, banner, etc. Dictionary

I like the motto of the Royal College of General Practitioners, UK:

Cum Scientia Caritas

Compassion with knowledge. So here are a list of unacceptable explanations when someone interacts with a service provider and things deviate from whatever noble aim is adorned above the front door:

  1. I’m not paid to do that
  2. I don’t have the resources
  3. That’s not how things are done
  4. Where’s the evidence?
  5. It’s not my fault
  6. It’s not in the protocol
  7. Too idealistic
  8. It’s not me it’s them
  9. I didn’t know
  10. We didn’t negotiate that in the contract
  11. People expect too much
  12. We never promised that
  13. We might do that in the future
  14. We would never get through the day if we did that for everyone
  15. I don’t care
  16. I only work here
  17. Too busy
  18. Maybe next time
  19. What about me?
  20. It doesn’t matter

Every interaction should reflect what we say and what we believe the patient /customer/ colleague is entitled to from our service or our staff. The response when deviations are reported should also reflect the motto. Choose your motto with care.

Picture by Adrian Clark

 

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