I asked our staff to share a moment that came to mind of a patient interaction having been special.
Joanne, thank you for sharing your “moment”……
The best moment of a patient interaction today was when an elderly patient called saying she can’t come in because she was unable to find find her hearing aid. You can feel their moment of terror and embarrassment and frustration but by simply saying that’s ok we can always get you rescheduled, “it seemed to calm her down”.
This allowed me the opportunity to see if she could remember when she had it last and she said “her housekeeper was here” and then she said “Oh here it is!” She was then able to still make her appointment and calmed her down. By letting her know we are here for her makes all the world to her. By letting all our patients know we are here for them makes all the world to me.