Improvements to health care start at front desk

By Judy Miller Gerard

Wednesday, March 25, 2009 | 4:27 p.m.

Just about every day we see, hear or read that important changes to improve our health care will be made by the federal government. We don't have a timetable yet as to when this is likely to happen, but it is expected to bring about tremendous changes in our medical world.

Since our medical world is of prime importance to each of us in our health and pursuit of happiness, it occurs to me that there are some simple things we, the patients, and you, the medical staff, could do right now to improve this medical world in which we live and move and have our being.

I asked a number of people what they consider the greatest difference in the medical world of today and 10, 15 or 20 years ago. The greatest positive response was about new discoveries in medications and modes of treatment now available.

The greatest negative response was how impersonal our medical world has become in terms of the interaction between medical staff and patients. It is not at all uncommon nowadays to enter a medical facility to keep an appointment for treatment or diagnostic testing and no one greets you; in some cases the person at the front desk doesn't even look at you. They simply push forward a clipboard with a sign-in sheet.

In most cases, the patient will not be there signing in unless they are concerned or worried about some physical problem, and they are seeking help. When met with a cold reception, it exacerbates their general anxiety. If, on the other hand, the front desk person greets them with a smile and perhaps even calls them by name, it has a very positive effect on the patient.

At this point, let me hasten to acknowledge and thank the personnel in those offices where a wonderful blend of friendliness and professionalism is being practiced.

I am fully aware of what it is like to work a front desk and answer the telephone in a busy medical office, and I know the bottom line is to simply make the choice to offer every patient a friendly greeting; not a long conversation, just a greeting.

And now for the patients. We have a responsibility to be friendly with staff members, cooperative about doing what they ask us to do, be on time for appointments, provide requested information in a timely manner and not make unreasonable requests.

We also should be responsible for being prepared for this time with our doctor, by giving thought beforehand to just why we are there, and have organized in our head or on a small sheet of paper whatever information may be helpful and the questions we need to have answered.

So, while the government is making plans to do whatever it will do, let's each go ahead and do what we can to restore our own medical world to a kinder, friendlier place to be. 580

Judy Miller Gerard is a Henderson senior and can be reached c/o the Home News, 2360 Corporate Circle, Third Floor, Henderson, NV 89074; by fax at 434-3527 or e-mail at [email protected].