For each of the last several years, we have held a retreat for the leadership of our medical group. In the early years, we used the meeting to address basic questions about who we were and what we were trying to accomplish. In 2014 we established a series of priorities for our group, which we summarized in what we affectionately called “the flower”:
This road map served us well in the years since, but we decided it was time for a refresh, so at our most recent retreat we revisited our priorities, and came up with this:
Continue reading Strategic Priorities
I have written previously about some “aha moments” that I have had as a clinician, when something that I knew was coming seemed to arrive with a thud in my own practice. I had another one of those moments a couple of weeks ago.
I was finishing up with a new patient, and had explained to him and his wife my assessment and recommendations, and had answered a bunch of questions they had. I was frankly feeling pretty good about how the encounter had gone and as he was walking out of the exam room he said (more or less): “thanks doc; I’m glad I came to see you, and I am going to give you a really nice review on Yelp.” He was not kidding.
I didn’t know quite what to say immediately, but I ended up thanking him (somewhat awkwardly, I suspect) and then recovered enough to tell him that while I would – of course – appreciate a nice review on Yelp, I wanted him to know that he might be getting a patient satisfaction survey in the mail, and I would really appreciate it if he filled it out and sent it back in. Encounter over. New world order in place.
Continue reading Yelp!
In my administrative role, I have the great pleasure of signing thank you letters to patients and family members who have acknowledged the great care they have received by one of our physicians or other caregivers. It is a nice way to tell the patient “we got your note” and to simultaneously recognize the provider by copying her or him. The best part is that I get to read the patients’ letters, which are filled with gratitude, and remind me of the great privilege we have to make a positive difference in the lives of our patients.
Sadly, I also have to deal with the occasional patient complaint. Although these are clearly a lot less fun to address, they also point out the impact that we have on the lives of the patients and families that we serve.
Continue reading Sometimes “Sorry” is all it Takes