We all know efficiency is the name of the game these days so we make our forms available on our Web sites and instruct patients to come to their appointments 15 minutes early to ensure all the t’s are crossed and the i’s dotted.
But, did you do your homework?
Did you review the chart? Did you make sure all necessary test results and lab reports are in order to go over with the patient?
A friend of mine was recently under the care of a specialist and twice, she showed up for a follow-up appointment to review lab/test results only to have the physician scurry to track down the information. This resulted in frantic calls to the hospital and imaging center and ultimately, unnecessary wait time for the patient, and stress for the patient, physician and office staff alike. Plus, like dominoes, it probably resulted in delays and long wait times the remainder of the day for the patients who had appointments after her. Sadly, the patient had even called the office prior to the appointment and left messages to confirm the physician indeed had the results.
By contrast, another office I’m familiar with runs like a well-oiled machine. Frequently, test results, if normal/stable, are even mailed to the patient prior to the appointment. Each physician has an assigned assistant who promptly returns patient calls and answers questions. The result? Happy, less stressed patients and quicker, more efficient office visits.
As the new year approaches, make a resolution to examine your office processes and procedures. Find the gaps. Reassign tasks if necessary. Make sure the “dog isn’t eating your homework.”
Happy New Year!