Comments on: Dear Doctor, Don’t You Know Me By Now?

By: Chelsea

Chelsea — Wed, 17 Feb 2010 17:19:02 +0000

Interesting post! I agree that it is defintiely a bother to fill out the same paperwork over and over again at the doctor’s office, especially in a setting that requires such a personal interaction-it’s hard to feel like a statistic.

I was inspired to comment on this post because I just recently had a “revolutionary” experience at a new doctor’s office. Upon entering, of course, I had to fill out the usual HIPAA forms etc. but then to my surprise, I was issued an ID card, and told that upon my next visit, I wouldn’t have to fill out the usual paperwork, and instead, this card goes into an ATM - like machine that keeps my medical records, can provide lab results, insurance information etc. This office made it EASY to do business with them!

In addition to saving the paper and saving time, cutting down manual data entry (which is always subject to error, the staff was incredibly helpful and detailed when explaining how the card and process worked, which seemed to make it a very easily adoptable system. The best part out of all of this, despite the check-in process being incredibly automated, the doctor I saw was anything but. By the time I left, I felt like she knew me, my medical history and cared about my issues. This was a refreshing change from the apathetic, rushed, disorganized and borderline rude physician staff that I have been often encountered in the past.

By: Tim McDonald

Tim McDonald — Fri, 22 Jan 2010 19:11:27 +0000

I couldn’t agree more! I recently stopped by the local donut shop for a cup of coffee. I used to stop by every day a couple of years back, but more recently I have been making coffee at home (to save money) or I end up at Starbucks (for espresso instead of coffee). But I was in a rush one morning, didn’t make coffee at home, didn’t want to stand in line at Starbucks so I decided to go to the donut shop. To my absolute surprise, the lovely lady behind the counter greeted me with, “Long time no see - your usual?”

How is it that she is not only able to acknowledge me as a client, but also remember my preferences and yet we become just a “number” to vendors (business or personal - like our doctors)? The companies that “get” this are the ones that will be successful and retain customers year after year.

By: Rona

Rona — Fri, 22 Jan 2010 17:24:28 +0000

I’ve always thought human doctors should aim to be more like vets. Taking my dog to her vet appointments is 10 times more enjoyable than going to my own doctor for the reasons you mentioned. At the vet, they know me and my dog. They are excited to see us and see that we are doing well. They genuinely care. If every company could put out that energy to their clients, they’d see an uptick in retention. I guarantee it.

By: Jen

Jen — Fri, 22 Jan 2010 16:40:21 +0000

I do like the “Cheers” feeling when ever I call up the office! :)

By: Garry

Garry — Fri, 22 Jan 2010 13:25:58 +0000

I’m with you 100%. In our line of work (very similar), we have instituted some new things to make clients feel more welcome, especially now that we have many clients coming onsite for project work.

Staff are encouraged to drop in to say hello to client meetings, we have a bulletin board that greets clients coming into the building, we provide clients visiting us with a “What to do in Rochester” packet.

My personal challenge - is that I’m remote! I have not met many of my customers face to face. At Dreamforce this fall, I met a longtime client for the first time, and I had to do a double take when I read their nametag to put it together. It was pretty funny for both of us and we both got a laugh out of it, but it really made me think… how can I do a better job accomplishing this as a remote employee.

Thanks for another great post!

Garry