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Do you hear me? Do you (eye)care?
My lips are moving and the sound is coming out
The words are audible but I have my doubts
That you realize what I just said
What are words for when no one listens anymore?
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What are some common qualities that patients search for when choosing a vision care provider?
Reputable doctor, courteous staff, value, friendly place to do business, vision insurance provider, ample selection of eyewear, convenient hours and location.
It's great to have the best location, best doctor, best equipment, best inventory but none of that means squat unless everyone is working on the patient's behalf.
Every patient that walks into your practice is searching for EARS and SHOES. Sorry about the CAPS (yelling). I just want to make sure I have your attention and you're not going to run off somewhere.
I know we all have patients that we would like to totally tune out for one reason or another. The problem lies when we find ourselves just going through the motions or we get into a patient care assume rut. For those established patients we already know what they want, expect, and will spend when they come in every year. We're just that good. You could blindfold us and we could wait on them. They aren't going to change. Why waste precious time trying to bring them into this century?
And the last time they purchased eyewear from us they were unhappy. We even noted it in their chart:
Patient spent $750 on a pair of eyeglasses
We were busy and they were in a hurry when they came to pick up
Handed eyeglasses to patient at front counter
Told patient to try them for a week
Patient called back two days later complaining and wanting to be seen
Asked him how long he tried wearing them
He said he would tell me in person
Told him to come in but there would be a wait
Patient lives 30 minutes away so I suggested he get here ASAP
Seated in reception area patient starts a misery loves company conversation with another patient
Patient then moved to the dispensary
He is being rather loud about his complaints
An empty exam room is the next stop for him
Patient can't explain exactly what is wrong but something definitely is
Says he feels like he is walking upside down
ECPs ask questions and double team him while talking in code to each other
One of the ECPs leaves the room with the eyeglasses
Patient is starting to get cranky and says dollar store readers are fine with him and at this price he could own 750 pairs
Suddenly the eyeglass problem has been discovered as ECP returns
The eyeglasses need to be remade
Not sure what or how this happened
Sorry about that Mr. Patient
We will have the lab start the job over immediately
It will take about 5 business days for the new ones to come in
We will call you as soon as they are ready
Hang on to those readers until then
We'll make sure your lenses are correct this time
Sorry, no wonder you were having problems
There's no charge for today
Patient leaves extremely irritated
Can you believe he is so mad?
We said we were sorry and will remake them...Some people...
How often do you practice taking your shoes off and walking in your patient's shoes?
What do you think is going through this guy's head after all that?
I can't believe my new glasses were wrong and they didn't know beforehand
They wanted me to try them for a week
I spent $750 for crying out loud
Now I have to wait 5 more days because somebody wasn't doing their job
I will need to set aside time to make another trip across town to their office
I can't believe they were so nonchalant about everything
Wonder how many other people have had this happen to them?
Seems dangerous to me and they act like it is no big deal
Glad I didn't trip and fall or wreck my car
Who's fault would that have been?
Wait until I tell my wife
I will never hear the end of it
I bet she tells me to go back and get a refund
I should let her handle it since she is the one that made me go there
They are messing with people's eyes
This is serious stuff
They should have to deliver the glasses to my office
It's not my fault they messed up
I understand people make mistakes but it's the way they handled it
Or should I say the way they didn't handle it
If we practice putting ourselves in the patient's shoes every single time with every single patient, I believe our patient care skills will greatly improve.
If you can think about the shoe being on the other foot and you being the patient in every circumstance do you need to work on treating patients differently? Or are you a happy patient?
There are many ECPs that practice walking daily in their soul-so-soft shoes and their patients love them. If the shoe fits, wear it.
However, if you have flip flops, loafers, slippers or steel-toe boots ECPs working in your office then you should change your dress code policy.
A flip flop ECP is laid back, a bit noisy and has the “it's my day off” approach to work.
A loafer ECP is lazy, could care less, whatever happens happens, as long as I get my paycheck.
A slipper ECP likes to slide on by so they can get back to chillin'.
A steel-toe boot ECP will walk all over you and nothing stops them.
Make it a mandatory dress code policy for the entire staff to start walking in soul-so-soft shoes.
Patients deserve our full attention and for us to listen to their side of the story especially when things go wrong. Listen and don't interrupt them even if you don't agree with them one ounce. Let them vent. As hard as it may be at the time, let them finish before you speak. Be careful not to step on their toes. If anything, we should practice walking a mile in their shoes. To do that every practice needs to keep the best EARS and SHOES in stock.
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