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Chapter 17: Making
Friends with the Clinic Staff
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To
cure sometimes, to relieve often, to comfort always
- Hippocrates |
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The clinic staff members are the first hurdle you
need to cross in order to contact your doctor ---
which is why they are often referred to as 'gatekeepers'.
Your relationship with the staff will often determine
how easily you have access to your doctor, which
is why it's well worth spending a little time and
energy making sure the staff members are on your
side!
Choosing the right doctor is a little like choosing
the right life partner! Although it's true you're
marrying only one person, all the in-laws come along
as part of the package. Similarly, when you select
a primary care physician, you automatically select
his staff as well , so make sure you like them,
as they will play an important role in your interactions
with the doctor! The personality of the staff is
often very similar to that of the doctor, and friendly,
caring and competent physicians tend to hire friendly,
caring and competent employees.
Remember that being a 'gatekeeper' for a busy practice
isn't easy. Pressurized by patients on the one hand,
and the doctor on the other a 'gatekeeper's job
can be tough. For instance, whenever the doctor
is 'running behind' it's usually the gatekeeper
who (undeservedly) receives the nasty stares, and
side remarks complaints.
Thoughtful patients should therefore, make it a
point to express appreciation to the doctor's gatekeeper,
as well as to the doctor. Acknowledge that they
have demanding jobs. Not only will this brighten
their day (which is, in large part, filled with
'unrewarding' tasks), it will also increase the
likelihood of their going the 'extra mile' for you
when you need their services.
HOW TO MAKE YOUR DOCTOR'S RECEPTIONIST THINK YOU'RE
TERRIFIC
If you're well organizes and well prepared when
you phone or visit your doctor's clinic, you'll
win the respect and appreciation of the receptionist,
which will make him that much more helpful in helping
you get the best medical care. For example, when
you telephone with regard to a medical problem,
the following guidelines can be very useful:
- Introduce yourself. State briefly (in one
sentence) why you're calling. ('I've had fever
of 101° for three days and I was wondering
if there's something else I should be doing
about it apart from taking Crocin). If you don't
think your problem is serious enough to merit
a visit to the doctor, say so.
- Be prepared to answer the following questions
(use prepared notes!): · What are the
specific symptoms? · When (what day/what
time) did the symptoms start? · What
have you done for relief, if anything? (Refer
to notes for names of any prescribed medication
or over-the-counter medication you may have
taken). · What is the main cause of your
anxiety? How would you like to be helped?
- Keep a pencil or pen and paper handy to take
notes.
Similarly, when you plan a visit to the clinic,
the following points should be kept in mind.
- Make sure you fix an appointment. Try to schedule it well in advance and call again to confirm it.
- Try to reach the clinic on time, since the doctor's time (and yours!) is precious.
- Make sure you have brought along all your records and documents.
- Try to cooperate with the staff. For example, if the doctor is running late, rather than pepper them persistently with questions, read a book or magazine while waiting.
- Try to learn the names of the staff members. If you treat them like VIPs, you'll be treated like one as well!
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