Tag Doctors

Hurry Up and Wait

Michael 3 Comments

It is annual exam time and I’ve been spending a lot of time in doctors’ offices this week. A fixture of doctors’ offices is the waiting room. Some waiting rooms are actually nice pleasant places to be that make lasting impressions on the patients there. I recall from my youth the dentist who had fish tanks, aquaria even, with sunken pirate ships, treasure chests, and probably fish but as a six year old boy I mostly remember the pirate stuff. Some waiting rooms are actually one eyebrow raising (which I have never been able to master) like the gastroenterologist’s office who had an aviary, a bird cage even, where several colorful birds and pages noting why they were actually beneficial in a doctor’s office and probably plaques to identify the birds but as a sixty year old waiting for a colonoscopy I mostly remember just that there were birds. But mostly doctor’s office waiting rooms are sort of bland with sort of cheap furniture with sort of old magazines with small screen TVs hanging in an upper corner of the room sort of over there by the sliding glass window that somebody opens at irregular intervals to check in new arrivals, copy insurance cards, and distribute privacy notices. To me waiting rooms seem almost oxymoronic. Not much waiting goes on in them, and except for the one with the birds, most don’t have much room. The real waiting goes on in “the other room.” The exam room. The surgery in 18th century colonial speak. Back there.

We all know the drill. The office nurse sticks his or her head out into the waiting room, calls out a first name hoping there is only one Augustine (thank you HIPPA), leads Mr. X down the hall to the scale, then places him into “the other room.” There things start optimistically. A blood pressure is taken, the little finger thingie that measures oxygen in your blood is put on your finger, maybe some questions about changes in meds or general health are asked and answered, notes are made on the computer, a smile is flashed, the line “The doctor will be right in” is sing songed your way (sing sang?), and the door is pulled shut behind her. Or him. And now we wait. There are never any old magazines in the little room. Maybe you brought your phone or tablet and still have enough battery power to play a game or thirteen. But you don’t because you know you’ll be moving up to level 57 when the knock on the door comes.

DoctorSignSo I play a different game while I wait in “the other room.” Guess The Footsteps. For example, if I know somebody ahead of me went in with a walker and I hear the slide of it I might figure that person is on the way out so then from recalling how many patients went in between him and me I can guess if I have enough time to finish that crossword puzzle. If I hear two sets of footsteps that’s the nurse and new patient coming in so that doesn’t help with figuring out how much longer it will be. A single set needs evaluating before I can determine its significance. A slightly hesitant pace might be a patient leaving making certain to take no wrong turns. (I’ve noticed that although you are always escorted to the exam room it’s about a 50/50 chance somebody will accompany you out. And yes I have gotten lost along the way.) (Sigh.) A fast pace barely heard through the closed door is the nurse returning to the waiting room to bring back another patient. A fast pace clearly heard approaching and receding is the office person who handles the billing and probably the only staff member other than the doctor not in scrubs and tennis shoes. A purposeful step that pauses outside your door with an accompanying rustle of paper is the doctor arriving at the wrong door and putting your chart back in the holder mounted on the wall next to the door. And somehow with all that marching up and down the hall, when the doctor does knock once and open the door to finally get on with the main event, I never hear those steps.

So that’s how I spend my time waiting. It might not be all that much fun but I got a whole blog post out of it! I wonder if this was how Milton and Bradley got started.

Late for a Very Important Date

Michael 1 Comment

Hey, I’m really late!  Sorry about that.

I (almost) always post on Monday and Thursday and yesterday was Monday and I didn’t. You might have noticed. If you didn’t, I’m crushed. And now I’m quickly running out of Tuesday if I want to be just a day late. I hope nobody has been traumatized by not having my ramblings to read but I have a good excuse.

You see, Sunday and Monday were killer days for me and not because I lost an hour sleep Saturday night. Actually I slept the same number of hours Saturday night as I do on any other Saturday night so what I lost was an hour of awake time on Sunday. But since I was out a couple of hours past my regular Sunday bedtime I got it and more back. That just made me want to sleep late on Monday but I couldn’t because I had a day’s worth of appointments to keep. I guess I finally lost that hour of sleep Sunday night. Maybe three.

So let me just tell you about my last couple days.

Sunday started as a normal day with my normal chores which usually include writing a post for Monday. But since Monday was going to include some time with the tax preparer for this year’s extraction I spent what would have been writing time gathering forms, receipts, and other dreaded paperwork. I would have written Sunday night but I was at a hockey game, hence the late bedtime on Sunday. I would have written before the game but I had Dinner with Daughter instead.

Speaking of the hockey game, two fans sitting to my left intrigued me. I think they were fans. I couldn’t tell because they were conversing in a language I neither understood nor even recognized which covers almost all languages other than English. And a few dialects of that also. But I think they were hockey fans because not only were they there at a hockey game, they were very enthusiastic about it. Cheers break all language barriers.

Also at the game, sitting in front of my daughter was a young fan and I could tell indeed he was a fan because he not only spoke English, he also spoke it in my regional dialect and he spoke it very loud. And from what I heard he’s going to be a really good hockey fan for a lot of years to come. I’d say he was around 9 or 10 years old and he was explaining the game to his (presumably) father. And explaining it correctly! Gotta love the young fans.

So that wiped out all potential writing time on Sunday. Monday was going to be filled with lots of doctors’ appointments and the tax review. Every 3 or 4 months I make the rounds of most of my doctors. Who I don’t see on one round I get to the following quarter. I like to see them all in one day so I can…well, I’m not sure why but it seems to work. So I thought I’d write a post between appointments. I had a pretty good chunk of time between appointments 2 and 3 and figured I’d sit in somebody’s lobby with my trusty tablet and peck away. Except…

Except I was hungry so I ate instead. I would have included visual evidence here but I didn’t think of it until I left the diner. It was a good diner. Diners are always good and this one even had its 15 minutes of Diners, Drive-ins, and Dives fame. If you ever get there be sure to have the Reuben omelet. Yum.

After lunch I had appointments 3 and 4 and then Tax Guy and that got me home just in time to be hungry again, this time for dinner. After dinner I sat down fully expecting to write the long delayed post when I saw that Roman Holiday was on TV. I love you guys (at least I presume I do if I was to ever meet you) but I am fanatically in love with Audrey Hepburn (regardless of the fact that I never met her either). That took me to the point of exhaustion and even though I love you (see above) I needed some sleep.

ImLateAnd then it became Tuesday. Tuesday is a dialysis day so I knew I had a few hours ahead of me with little (like nothing) to do so I thought I’d write this then. Once I got all hooked up and settled in I thought I’d check today’s paper, then the doctor was making her rounds, the social worker hers, then I went back to the paper, then I checked my email, then I remembered “I have to write a post!”

And this is what I came up with. Now go ahead and tell me I don’t love you guys (see above) (again).

Now I just have to go home, eat dinner (yes, again), proof this (absolutely!), and post it (finally.) You’re welcome!

 

Take a Letter

Michael Leave a comment

For the second time this month we get to say that regular readers know that we have from time to time umm, expressed our displeasure at the service we’ve received from those for whom providing a service is their job but we are breaking from that refrain and saying what a terrific week, and often at the hands of others, that we’ve had.

It’s been a busy week for us at work, both of us extending a bit from our regular routines.  Yet we managed to get through another week at our workplaces where there were plenty of opportunities to confirm that there is a reason it is indeed called work.  Some people actually smiled.

They smiled so much so that we actually got to the weekend not completely needing it to be 12 days long to provide our requisite rejuvenation to start again on Monday.  The normal number of days should suffice.  And although the weekend held quite a few opportunities for people to amaze us at their poor choice of profession, they often did just the opposite.  Saturday morning we were wandering, and apparently looking every bit the part, around a not so nationally known home improvement store. Unfortunately there are only 15 of these centers but at every one we hope there were employees just as BUSY as BEAVERS at finding what their customers needed as they were at the one we visited.  We had at least 5 people come to us and ask if we needed any help finding anything.  And it wasn’t that robotic-like inquiry.  These people really wanted to help.  So much so that the first one who asked us actually did help us find the odd wall treatment we were looking for and expressly went then to look knowing if we didn’t see it right off, there would be someone to direct us.

We got to end our weekend on just as high a note as we were wandering, and this time we really did know to where, around a furniture showroom looking for some occasional tables.  As usual when entering one of those types of stores we were greeted by a commission based sales person and when we said we were just looking he went away.  Just like that.  And let us look.  When we found that we needed help we sought him out and as we were transacting our business found him to be such a personable person that we were ready to invite him out for a banana split.  No, we really didn’t, but we did find that he offered his suggestions based on what we told him we were looking for, the space they would fill, and purpose served and not on what was on hand, in stock, and not on sale.

So we had a couple good store visits.  What has any of that to do with the title of this piece?  Well, that’s the piece to end all pieces when it comes to customer service.  You’ll recall that we mentioned in the recent post, “Paging Doctor Bombay,” that we were at the doctors recently.  Actually for the two weeks before that piece was posted to about another two weeks from this one, Both of We will have made ten visits to various doctors.  It’s the time of year to have everything from head to toe checked on so we’ve out there visiting everyone from eye doctors to foot doctors.  And it was the foot doctor who threw us for the proverbial, and if we were young enough, the literal loop.

In “Paging Doctor Bombay” we proposed that a physician with a sense of humor would have the best bedside manner.  Maybe not a sense of humor as much as a sense of human.  Someone who has been where we are and knows the healing power of kindness.  In fact we ended with the supposition that “a cheerful heart is good medicine.”  She of We may have found our Doctor Bombay.  It was during the past week about 4 days after visiting the podiatric Doctor Bombay that She of We emptied her mailbox on the way into her house.  She noticed among the pile the sort of envelope that announces by size and shape that it is either an invitation to some event or a thank you from some other.  It was the thank you. But not a thank you for a gift she has presented to any one or a service she had rendered at any time.  It was a thank you from that very foot doctor.  “Thank you for allowing us to participate in your care.”  There was more.  And not just there was more that was written but that there was more.  It was written, as in hand written.  A doctor, taking the time to hand write a thank you note to a new patient.  Letting her know that regardless of what others in the health care business might think, it is a business and one that lives or dies on the service that is rendered.

That was enough to take both of us back more than a few steps and be amazed that there are people who recognize that without customers, there is no business.  Not clients, not consumers, not patrons or visitors or users.  Not even patients.  Customers.  Customers deserving of customer service.  And a thank you for being one.

Now, that’s what we think. Really. How ‘bout you?

 

 

Paging Doctor Bombay

Michael 1 Comment

Both of We were to the doctor recently.  We made a discovery there.  Independently, and without even chatting with each other until we were both on familiar barstools, we mean familiar ground, we decided on our perfect doctor.  As kindly as he may have been in prime time, we don’t want Marcus Welby.  As hard as he worked to save his patients, we don’t want Hawkeye Pierce.  As smart as he was, we definitely don’t want Doogie Howser.  No, we want Dr. Bombay.

Everybody remembers Dr. Bombay from the Bewitched television series from the 60’s.  Even those not born until the 80’s remember Bernard Fox’s character, Dr. Bombay, the literal witch doctor who tended after Samantha and her bewitching relatives.  There’s our perfect primary care physician.  One who can shrug off what happens to patient number 4 in the scenario that 3 out of 4 make a complete recovery.  One who understands that medicine is not an exact science and knowing how to care for his patient isn’t brain surgery.  One who heeds the adage, laughter is the best medicine.  Even if it isn’t covered by most health plans.

A few years ago He of We’s doctor gave him a year to drop 20 unnecessary pounds. No reason, no plan, no sympathy.  Just do it.  A year later, without referencing the previous year’s instruction, his doctor gave him a year to lose 30 pounds.  Dr. Bombay would have remembered.  Dr. Bombay would have popped in every few weeks to see what progress was being made and would have brought along his favorite weight loss device, exercise routine, or diet modification.

We can see Dr. Bombay having that discussion.  He would pantomime his upper body rocking back and forth as he works out on his elliptical machine and swinging his arms about as he swims across the room.  And then he would end it all with “And keep up with the fiber.  If you can’t hold back on the breads, at least eat healthy. Wot, wot, don’t you know?”

The supporting cast needs to be of good humor also.  She of We’s doctor’s nurse was busy with her preliminaries at her appointment.  She began quietly professional.  That’s euphemistic for cold and unfriendly.  Take the blood pressure, take the pulse, take the temperature.  Normal, normal, normal.  “How old are you? What drugs are you taking? None! Really!  How old are you?  No wonder you’re normal.”  We made up that last line, but she did smile.

That’s when Dr. Bombay would have stepped into the examination room and began to try to pick up the nurse.  And there is where some things are going to have to remain the realm of television fiction.  But other than that there are lots of things that our students of Hippocrates can learn from Dr. Bombay, like a cheerful heart is good medicine, and that we all put on our paper gowns one leg at a time.

Now, that’s what we think. Really. How ‘bout you?