Provided by Clinician 1

I have had some strange headaches for over a year. They come and go, but that’s another topic.

I recently got a new health insurance, so I called the office of a neurologist that came highly recommended and made an appointment. A week or so before my appointment, I received a pack of information about the upcoming appointment and was shocked upon reading the cover letter. Firstly, it was about a 20th generation copy with lines running through the page. But that’s not the bad part.

It started out asking me to read the below carefully:

• If you were treated by any other neurologist, have those records with you.
• There is a $50.00 no show charge for appointments cancelled without proper advanced notice (BUT NO DEFINITION OF THAT. Another part of the letter suggested 24 hours.)
• Have all required insurance paperwork available.
• Have copies of any tests you have taken. Any copying of reports will cost the patient $1.00 a page.
• Co-pays are due at the time of visit. Cash or check only. No credit cards accepted.
• Please call prior to the visit to see if the doctor is on schedule.

WOW…

Now I understand that offices have to run efficiently, truly I do. I also understand that people need to show up with records that clinicians might need. In fact, I understand much of what the letter asked of me, BUT I felt the entire letter was adversarial. It told me what I needed to do to make the visit easier for the practice and office people, but nothing about what the practice would do for me. I am not high maintenance. I just want to be treated with respect. I would have liked to see something like this:

“Hello Mr. Mittman,

Thank you for choosing me as the neurologist that will be providing your care. I hope to make your visit as productive as I can and will inform you of my thinking each step of the way. I will also leave time for questions so be sure to bring a pen and paper so that you may write down what we speak about.

Please note that I have your utmost benefit in mind and I do not take the privilege of treating you lightly. Please read the below as I need you to come with the proper forms and past information to make the visit as productive as it can be for us both.

With much thanks,
S. O. D. MD, Neurologist and Staff."

I think you get the picture. If we want patients to feel like they count, we must insure that whatever we send them looks professional and gives them the message that they are cared for and are a valuable resource to our practices. No 20th generation grainy copies, no adversarial language and maybe even a “thank you” for choosing us.

Take a look at what your office staff sends out on your behalf. I hope you would not be as surprised as I was when I received that letter.

Till next week,
Dave
 

RECOMMEND THIS ARTICLE

You must be logged in
to recommend articles

Average (Not Rated)

» Recommended Articles