Transcription of patient centered care video

“OUR FRIENDLY AND PERSONABLE DOCTORS TREAT YOU WITH CARE AND COMPASSION.   YOU’LL BE GREETED WITH A SMILE BY OUR WARM AND COMFORTING STAFF…”   (spoken in a very uncaring, lethargic tone)

Seriously, is that the tone that your doctor’s office sets?  Like forced empathy and compassion? Or worse yet, like they just don’t care and don’t want to be bothered?

I’m Dr. Mark Green with Kansas City Foot and Ankle.  I’m a patient, just like you are and there are things that I see in almost every medical office I go to as a patient that drive me nuts.  So here are some of the things you’ll never see at Kansas City Foot and Ankle:

  1. How often do you walk into an office, stand at the desk and the receptionist doesn’t even look up?   She doesn’t even acknowledge that you’re standing there and you want to say, “hello……?  sorry, I didn’t mean to bother you, but I’m here for my appointment.” Or “sorry, I didn’t mean to take you away from that very personal conversation you’re having with your coworker.”  Most people have had that experience before and I think that’s part of what makes going to a doctor’s office so unappealing.  You’ll never see that here.  Our receptionist may be momentarily on the phone, but never too busy to look up and smile, letting you know that she knows that you’re there and that she cares, because she does.
  2. I hate when I’m put into a treatment room and let sit there until I rot.  Did they forget about me?  Is the doctor running late?  How late?  Is he even here?  Hey, sometimes patients require additional time that wasn’t planned on in order to provide the care that they need and deserve, so even I run late occasionally.  At Kansas City Foot and Ankle, you’ll never be in the room for more than a few minutes without a nurse popping in to give you an update on the status of the situation, and nobody hates to be late more than I do.  It’s not fair to me when I’m the patient and it’s not fair to you.   I get it.  I do what I can to stay on time, and you will always get an apology from me if I am running behind.
  3. If your doctor doesn’t smile, look at you in the eye and shake your hand when introducing himself, you need another doctor.  There’s more to medicine than being able to diagnose and treat a condition.  That’s what we’re trained to do.  We’re experts at it.  It’s the people skills that I’m looking for in a doctor.  When I’m a patient and I meet my new doctor for the first time; if there’s a connection there, I’m more comfortable, my experiences with that doctor and office will be better, which usually results in getting better, quicker.  So I will always greet you with a handshake and “Hi, Denise.  I’m Mark Green.  How are you doing?” unless, of course, your name isn’t Denise, but you get the point.  Some people call it good bedside manner, I call it treating people with warmth and respect.  Since when does getting good medical care have to be an uncomfortable and cold experience?
  4. How about phone calls?  Don’t you expect a phone call back at least on the same day that you leave a message?  I once called a doctor’s office and left a message on their answering machine that told me to expect a call back within 24 hours.  Three days later….!  That won’t happen at Kansas City Foot and Ankle.  If we’re busy with other patients when you call, we’ll call you back as soon as possible and definitely the same day.

Even after your visit with us, we’re still working hard to maintain a nice experience for you.  We will send you a survey after every visit in order to understand what we’re doing right, and more importantly, what we’re not.  How many doctor’s offices do that?  We read every one of them.  How can we make our practice better if we don’t know where we can improve?

So if you’re having foot or ankle pain, give us a call at Kansas City Foot and Ankle, and experience what a doctor’s visit is supposed to be like.