The Service Prescriptionby Dr. Ron Arndt
Patients have gotten used to BIG words and little expectations. T. Scott Gross, in his fabulous book, “The Service Prescription,” points out that the doctor-patient bonding contributes eight times more to the success of the therapy than technique. Patients need an average of two minutes to feel fully heard…the ‘Gift of Time.’
Relationship builders are good at chit-chat. Spending time with patient’s is the greatest antidote to miscommunication, misunderstandings and lawsuits. Patients don’t sue so much over missed treatment as they do over mistreatment. Personal time and attention do matter: in the real world, patients don’t choose between technical expertise and friendly manner. They choose between friendly and not so friendly. Technical expertise is a given.
Examine how well you are giving your patients the ‘Gift of Time.’ Ask them what it is that they need.