Patients Remember How You Made Them Feel

October 6, 2007

Filed under: Practice Leadership,Team Development — Ginny Hegarty @ 1:01 pm

It’s amazing what you can hear in the parking lot outside a dental office. I recently heard a teenage girl say “Mom, I’ve had teeth pulled and gum surgery, I’ve had braces and cleanings twice a year my whole life, but I’ve never felt like such an object as today when I had that filling done. That new girl working on me hurt me and acted like I was invisible.” The young girl then began to cry.

I have to wonder if this doctor was aware of what had happened under his watch. How aware are you of how your staff handle challenges they may face with your patients? How much training time is spent sharing your practice philosophy of care and service? Do you teach your team members how to care for and about your patients? It’s a mistake to assume that clinical competency assures a compassionate chairside manner. When all is said and done your patients won’t remember exactly what you said or did but they will always remember how your practice made them feel. This young lady deserved better.

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