Surprise!

Last week I was relaxing in my man cave, when my wife, Amy, suddenly walked in with a critter she’d captured. It was a live scorpion. While she was in bed watching television, the scorpion came from under the covers. As you can imagine, we didn’t sleep in our bed that night and an exterminator was at our house the next day to help prevent this sort of problem in the future.

Sometimes surprises at work can be unexpected just like the surprise we experienced at home. Everyone wants things to run smoothly without incident, but realistically, that will not always be the case.

A couple of days ago my wife shared a dream, well really a nightmare, with me. A patient provided us with feedback regarding Web System 3. The patient stated that we had a terrible selection of eyewear. Amy was quite upset about the feedback, as we have an extensive frame selection. So she decided to enter the front door so she could view the office as a patient does when they enter in for the first time (which is something I made a habit of doing every Friday a few years ago).

As soon as she entered, she noticed a wall of frames to the left, a coffee
center in the middle, to the right there was a wall with t-shirts for sell, and past that area was a wall of bookcases with books for sell. Amy quickly found me and asked what happened, and I ashamedly admitted that I’d made a mistake and ordered extra stuff.

Learn from me. Take a good look at your office. Look at it through the eyes of a patient. Be honest with yourself. How does the office look, how does it smell, is it clean? Measuring patient satisfaction is a mechanism that we should all have in place. Everyone should have a mechanism to receive feedback from patients after their visit. The truth about patient satisfaction surveys is that they can help you identify ways of improving your practice. Ultimately, that translates into better care and happier patients.