Treating patients with respect should be routine for staff
Recently I had some tests ordered by a specialist who had examined me. He asked me to telephone him in a week to let me know the results of these studies. When I telephoned the office of the group in which he participates, I was asked some strange questions: Was I certain that I had the tests done in their group; was I certain that Dr. Xis the person I was looking to speak to, etc. Then followed more inquiries:How old am I, etc. At the end of the inquisition, I was told that the doctor was out of town.
The receptionist was very arrogant and behaved as if I were retarded and probably senile. How are these people trained? Do physicians encourage their receptionists to be so rude and insensitive, or do they not care? No individual working for a physician—be it a receptionist, secretary or nurse—has the right to denigrate those using the physician’s services. These people represent the doctor and their conduct reflects the attitude of the “healer.”
Doctors and those who represent them must remember that their patients are human beings, that they have jobs and responsibilities, their time is valuable and they want to be treated with respect and a degree of kindness. The doctor must also remember that he does not own the patient and that it is the patient who is paying his bill.
Ursula A. Falk
Buffalo
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