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:
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:
- I’m not paid to do that
- I don’t have the resources
- That’s not how things are done
- Where’s the evidence?
- It’s not my fault
- It’s not in the protocol
- Too idealistic
- It’s not me it’s them
- I didn’t know
- We didn’t negotiate that in the contract
- People expect too much
- We never promised that
- We might do that in the future
- We would never get through the day if we did that for everyone
- I don’t care
- I only work here
- Too busy
- Maybe next time
- What about me?
- 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