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COPYRIGHT 2003 International Medical News Group
About Your Wait
Dr. Alan Rockoff struck a nerve with his column "Remember That It's Not About You" (Under My Skin, May 2003 p. 13).
Like him, I'd rather not have return visits from easily agitated patients, especially if it's because I'm running a bit late. About a year ago, I posted a sign in the waiting room and in each exam room that has almost completely stopped the temper tantrums that I used to experience once every couple of months. It reads something like this:
"Your time is as valuable as ours. We apologize if you feel your wait was excessive today. We make every effort to see you in a timely fashion. While timeliness is important, the quality of your health care is paramount. Dr. X will not sacrifice the quality of your health care in order to be on time. To assist us in our endeavor of being timely we request that you limit your discussion with the physician to your most important TWO problems. Another appointment will be necessary if there are more issues to be discussed."
Believe it or not, I have only been chewed out once or twice in the past year for running behind. I offer an apology point to the sign, and say "The quality of your health care matters most to me. If that means running behind schedule, then that's the way it will be." I've never had anyone argue with that statement, but I'm sure there will come a day when someone will.
Bradley P. Grant, M.D.
Melbourne, Fla.
'Dr. Doormat' Is In
Dr. Alan...
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