Hello to all our friends!
The last few weeks, a number of patients have thanked me for staying open throughout this pandemic. They have also shared with most of us that they have had more difficulty contacting their physicians because of waiting longer than ever online for someone to answer their phone call. Most of our patients are tired of hearing, “Your call is very important to us. Please hold and we will get back to you as soon as possible”. They have complained they are waiting, often, over 10 minutes. Sometimes their call is cut off for no apparent reason (to them), after waiting for 10-15 minutes! It is very discouraging and creates unnecessary stress. When we call to discuss a patient’s care with a physician, and we have the same response, we also get annoyed because we are calling to get the physician’s feedback on our treatment for the patient.
When a person is in pain or questioning their physical, mental and emotional limitations, they need to know that they can call someone who cares and is ready to listen. The last thing they need, especially during this pandemic, is to be placed on hold by an automated system. These systems, whose menus have become more complicated, can be intimidating for some patients. These systems are a convenience for the medical and business communities, but they are not patient centered systems. One of our main reasons for existing is to be there for our patients when they call so they can share their story with someone who is ready to listen.
Over the years, we have been advised to use the automated phone system, in order to be more efficient and save on costs. We have also been told that answering our own phone calls is a thing of the past. As our patients know, we disagree! We do not think automated phone systems help people feel cared for. We believe when people call to set up an appointment, they need to be heard.
Soon we will be finishing up our 31st year of serving patients in the Michiana area. We have heard many patients call us their family physical therapy provider. This makes us feel deeply honored because this is the ultimate compliment and gift to all of us here at McDonald Physical Therapy, especially during the pandemic.
We thank you and hope that answering your phone calls with a real person helps you feel acknowledged, cared for, and respected. Thanks again for asking your doctor to come to McDonald Physical Therapy when you are in need.
Sometimes it’s the simplest things that make us feel important
and cared for. One of the simple ways we serve all who visit McDonald
Physical Therapy is to have a real person answer each patient’s phone
call. We want to do everything we can to help them feel respected and well cared for. We believe by answering our patient’s phone calls, we are helping reduce their stress, making their experience more enjoyable and helping in their healing process.
Stay humble, work hard, be kind.
Find a way to Enjoy,
Fran McDonald, PT, DPT, OCS
