It’s not that complicated. Not really. So where do you look for pathology? Inspection, palpation, percussion and auscultation. How does it look, how does it feel, how does it sound and what do you hear when you know where to listen closely. I’m talking about healthcare. Take a helicopter ride through your business.
What is the route to your service? Where is the delay? How long do people wait in the waiting room? How do you know? What do you know about the people who use your service even before they are seated in your waiting room?
What happens when people call or arrive in person? What message is conveyed?
Welcome we’ll do our best to help you today OR you are lucky we are ‘fitting you in’.
Just stand there- I’m dealing with someone on the phone.
We have no time- go complain to the manager/politician/ bureaucrat-consider yourself drafted to the cause.
Hold the line. We are dealing with something far more important but your call is really important to us so just listen to how good we are as conveyed by our prerecorded message.
Associated with that is what is perceived about your attitude that is not verbalised?
Look at ALL these posters and the many ways you can be helping yourself instead of wasting our time.
People vomit and pee while they wait so the seats have to be cleaned with detergent. Plastic is the best option.
If you want a drink go buy one at a cafe.
We rely on donations for our toys and magazines- we don’t have to provide anything OK? Now if you don’t like the stuff just watch Dr. Phil.
What do you mean you have been waiting a couple of hours? This isn’t McDonalds now take a ticket, sit down, shut up and wait. And turn off your phone so you can hear the old lady at the desk who has an embarrassing problem.
How long is the meeting with the provider? How does that meeting unfold? What is conveyed during the meeting?
Welcome- I’m so sorry you are not well. Tell me what happened? OR I haven’t got long what do you want exactly, spit it out be quick about it I need to get on with the next guy. Didn’t you see the queue out there?
I’m the important one around here- you are lucky I’ve chosen to be here today. Let me tell you about my holiday, my kids, my new car. It’s fascinating really!
Room 5. Quickly. Never mind my name.
Test/ Referral and Prescription
What action is taken at the consult and are you confident that is the best possible action?
I don’t have time for talk- have this test and take another day off to see me next week.
I don’t have time for you to take off your umpteen layers- go have a scan.
The rep told me this works- I only have to write a script.
If you want to get better take my medicine/advice/ referral or get lost.
What medicine do you want? How do you spell that? Tell me slowly I’m writing it down on your script.
What proportion of people takes your advice/medicine/test? How many people stopped smoking? How many were triggered to lose weight? How many are addicted to prescribed medicines? How many were prescribed treatment or tests that were not indicated? Where’s your data? What are your plans for dealing with this?
To what extent can you say that when people transition to another healthcare professional either on site or elsewhere that the relevant information follows them? Is everyone on the same page with the same patient?
All of this matters. All of it. Some of you can fix tomorrow. No need to wait for another round of healthcare reform. No one said it was easy. And whatever their business the best don’t compromise. A lot of what can be fixed in healthcare takes place behind the closed doors of the consulting room.
Picture by Daniele Oberti