You are exactly right! Staff take their cue from the doctors and doctors are usually pretty upset when partners choose to leave. Ultimately it is the patient who loses. Thanks for reminding all of us that professionalism racks up points and that patients must come first. I hope someone will put your suggestion into action – it will be the most “amazingest” customer service ever.

Best wishes,

Mary Pat

I got an idea that will blow a customer/patient away.

When a patient calls looking for a doctor that is no longer with the practice, instead of saying, “Dr. Smith is no longer with us… and we don’t know where she went” find out where Dr. Smith is practicing and give the patient the address and phone number of where Dr. Smith is practicing.

Also, if you want to go above and beyond, tell the patient you’ll be happy to forward her medical records to Dr. Smith’s new office at no charge.

Better yet, put the patient on-hold, call Dr. Smith’s new practice, conference the patient in and say “Hi, this is Betsy from Internal Med XYZ. I have Ms Johnson on the line. She’d like to make an appointment with Dr. Smith. She heard Dr. Smith just started practicing there… can you help her with the appointment.”

How about that for customer service?

When one makes it about the patient, not about the practice… I promise you, it will come back to the practice ten-fold.

@pediatricinc

You hit the nail on the head with “basic human kindness.” People who do not have a strong desire to help people, often people who are scared, sick and in pain, should not be employed in medical practices. I hope to write on how to screen potential employees for “basic human kindness” in a future post.

Thanks for your comment,

Mary Pat