In a discussion on improving patients’ satisfaction, a colleague expressed concern that a uniform for nursing staff would be an indication that nurses are on the bottom rung of the staff ladder. It is unfortunate that anyone working in a medical office would feel that way. When it comes to providing patients a great medical experience, every staff member is critically important.
It’s kind of like a football team. On the offense, who is on the bottom rung? It’s not one of the “skilled position” players, the quarterback, running back or receivers. It’s not the linemen either. There is no bottom rung on a team. While the quarterback may be the leader, the work of everyone on the team is critically important to winning. Winning at patient satisfaction is altogether similar.
Physicians are the quarterbacks of patient satisfaction teams. The physician can’t do everything, but like a great quarterback, the physician has a huge impact on the outcome of the “game.” If the physician fully communicates his or her caring nature, patients are generally very appreciative. By guiding the entire office staff team, by assuring that everyone on that team is devoted, skilled and empowered in giving patients great care, physicians can help assure the highest level of patient satisfaction.