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Veterinary Practice News Editorial Blog:
Friday, December 4, 2009
The View from the Other Side of the Exam Table
By Katherine Dobbs, RVT, CVPM, PHR
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Most of us have been in veterinary medicine so long that we’ve forgotten what the view is like from the other side of the exam table. Yet it is essential that we remember how it looked and felt when we were the client. That view comes into focus from the first “hello” to the last “goodbye.” Let me give you a real-life example of an ugly view that I recently glimpsed.
I was summoned from the lobby of a medical building by the doctor himself, although I didn’t know this because he never introduced himself to me. There was no smile to greet me and no warm handshake, which I feel is paramount to establishing a friendly client-patient relationship.
I had to interrupt his routine questions that were already answered in the paperwork to tell him my main concern for the visit, yet he didn’t even address this concern until he was finishing up and I had to remind him. At one point, I swear, he turned to me and said “what do you want to do next?” I could hardly contain my bafflement, since I assumed HE was the expert with the advice to give. Needless to say, I left that very short appointment rather disappointed. So, I take this experience with me, and countless other negative and positive scenes I’ve encountered, to help me teach others how to connect with their clients.
It’s so simple, really. When you walk up to a client, always introduce yourself even IF you’re wearing a name badge. As long as they have a hand to spare, shake their hand warmly…or offer to carry something if both of their hands are occupied and yours are not. Make eye contact and smile! You’d be amazed how much these two simple fundamentals of body language can make all the difference in the world. The short walk to the exam room is not just a routine path; it’s a chance to begin forming a relationship with this family.
Once in the room, ask them why they came to the practice even IF you have a clue written on the appointment book or chart. They may have more on their mind, or something new has developed, or the person wrote down the wrong thing from the initial phone call. Maintain active eye contact during this conversation, excusing yourself only during their pauses in speech to write down what they have said. When you hand over that appointment to the veterinarian or other appropriate staff member, be sure you verbally mention the main concern(s) so it can be sure to be addressed.
Our clients, these pet owners, simply want to be heard…and some need to be comforted. Many want and need a relationship with your practice to make their family complete, and while you are only one person in the web of care your practice provides, you could be the person they bond with the most. Take this responsibility, this honor, very seriously…and never forget that their view is the most important in their eyes.
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