When we receive bad service we hesitate to return, whether it’s a restaurant, car dealer, insurance broker, banker or market. Then why do people allow certain industries to get away with bad behavior or service.
The same is true for healthcare providers, both medical and dental.
Years ago, I was chasing my adorable young nephews and accidentally kicked a chair. Advil and ice were administered right away. Although, days later it was apparent this might be more than bruised or cracked. I called my general physician (GP), explained the situation and they suggested an X-ray was the first step.
Fortunately, I was consulting for a medical organization and got that X-ray the next day. The technician recognized me and knew I was working within the building. She shared with me the X-ray images and it was obviously broken. Back to the tape and ice, said the care taker inside of me.
Ten days later………..10 days, my GP’s office finally called to tell me it was broken. I asked for an explanation on the amount of time it took them to share the results with me. They instantly blamed it on the place I received the X-ray from…….my client’s fault. (That’s called the blame game.) This was unacceptable in my mind, because this was only a broken toe. What if this had been cancer?
She was fired right then and there. Her office had been mailing me marketing material for botox and other injectable fillers. Her focus had changed from her patients to her wallet.