I am sure you are familiar with the exercise where you tell a story to the first person, who tells it to a second, and a third, and so on. By the time it gets back to the originator, it is almost always a far different story. This very phenomenon can easily happen in our optometric practices. We may think that we have clearly communicated the words we want used to describe a condition or procedure, only to find out that our scripts have been forgotten.
It is important that we have a uniform delivery of key messages. We would all agree that there is usually a “best way” to describe something. Our doctor/patient interaction is always enhanced when our words are echoed by the staff. However, the best way is not always utilized.
If you are ready for a real surprise, spend some time listening to what is actually being said in the office. You might be pleasantly surprised to hear your preferred key messaging being accurately communicated throughout the office. However, you might instead, be alarmed to find out that the communication train is off the tracks. (more…)
