Waiting Room Wonders

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I am always amazed by physician waiting rooms and how they alter from practice to practice. Recently while visiting with one physician I arrived to a rather large waiting room almost 30 x 20 with three coaches and numerous chairs. As I approached I noticed that there were newspapers and magazine strewn about the floor and coaches but more importantly no one was in the waiting room!

I approached the waiting room window; you know that ridiculous carved glass indicative of a shower stall. I listened intently as I heard three women laughing on the other side of the glass. As I continued to listen I took note of the clipboard adjacent to the window that disclosed a note stating, “SIGN IN, TAKE SEAT, WAIT TO BE ANNOUNCED.” I did as the note requested.

Moments later the laughing halted and the shower stall opens. A hand appeared (you know similar to Thing on the Adams Family) and took the clipboard. The window shut, the laughing resumed.

And then within a 10-minute window a door to the treatment rooms opened with a nurse appearing. She then did the most daunting thing in the world. Shouting aloud with no one in the room she said, “NEXT!”

Do not talk to me about HIPPA, efficiency or anything further. When physicians operate a practice with such bureaucracy and lunacy they cannot wonder why their patient load is low. Patient Service must not be an unconscious effort. The patient is the most vital part of the practice and when you dismiss them you dismiss your practice. Take some time today to remove the sediment that impedes your practice management success. Gain the help, remove the walls can clean up your act. Cleansing your practice will remove the toxins that are killing it.

Think your practice is doing well? Conduct a mystery shop and find out the truth. Can you handle it?

© 2012. Drew Stevens PhD. All rights reserved.

Republished with author's permission from original post.

Drew Stevens
Drew J. Stevens Ph.D. (Dr. Drew) is the author of Split Second Selling and the soon to be released Ultimate Business Bible and six other business books on sales, customer loyalty, self mastery and business development solutions. Drew helps organizations to dramatically accelerate revenue and outstrip the competition. He conducts over 4 international keynotes, seminars and workshops per year.

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