Emergencies or Just Poor Work Habits?
Doris K. Reynolds-Johnson, CPA, MBA, Senior Health Care Consultant
Question: Patients are always complaining that they wait too long to see the doctors. My front desk personnel are stressed out from the nasty comments and glares from waiting patients. What can the staff or I do to address this?
Answer: If a doctor (or doctors) in your practice consistently runs late and there is no legitimate reason for it, then the staff is stuck making excuses. Rarely will a patient express their anger or frustration to the doctor. The staff is always the easiest target.
Are there legitimate reasons for the delay? A true medical emergency, such as a life-saving surgery, or a personal emergency for the doctor, or even a last-minute meeting at the hospital are some legitimate reasons. Medical emergencies will occur depending upon the type of medical practice. And, medical emergencies should be expected periodically.
However, if the doctor is chronically late because they accept personal (non-emergency) calls during patient hours; allow walk-in vendor visits; tend to dawdle in the morning and pick up the pace in the afternoon; or complete yesterday’s charts while patients are waiting to be seen today. . . . these are not emergencies. These are simply poor work habits. What can be done? Read more

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