Skip to content
  • About
  • Contact
  • Contribute
  • Book
  • Careers
  • Podcast
  • Recommended
  • Speaking
  • All
  • Physician
  • Practice
  • Policy
  • Finance
  • Conditions
  • .edu
  • Patient
  • Meds
  • Tech
  • Social
  • Video
    • All
    • Physician
    • Practice
    • Policy
    • Finance
    • Conditions
    • .edu
    • Patient
    • Meds
    • Tech
    • Social
    • Video
    • About
    • Contact
    • Contribute
    • Book
    • Careers
    • Podcast
    • Recommended
    • Speaking

To remember who is the customer and who is the servant

P. J. Parmar, MD
Physician
January 26, 2015
Share
Tweet
Share

1-pvoh92W6AZKnnHsfOZ59NQ

I’m a family doctor working in underserved medicine. My friend Pierre Wolfe was one of Denver’s top restaurateurs for decades. When we get together I often think of the parallels between our industries.

A postcard of Pierre’s Quorum Restaurant from the 1960s shows Pierre at the front door of his restaurant, holding a menu, and says “Pierre Wolfe himself greets you at the door.” This is an assertion of customer service: You should be humbled that the chef would step out from his important work in the back, bypass the cook staff, waiters, cleaners and others, and greet you as you enter.

When I saw this picture, I realized that I run my practice the same way. I designed my office layout from scratch, minimizing the distance between the provider and the front door, not having a back office area, and not having a chest height reception desk. I personally greet new arrivals in the waiting room between each patient. I can’t imagine paying assistants, coordinators, and answering services to create barriers between myself and the patients.

Customer service is the foundation of the hospitality industry and should be a foundation of the medical industry. But that customer service focus is sometimes lost, especially in larger practices and hospital-based clinics. In small physician-owned practices, there is a very strong monetary incentive to bend over backwards for the patient.

I have seen this in other customer service industries also: It is critical to create a positive customer service ethic in your staff from the start, and almost impossible to change a poor customer service culture once it is longstanding and widespread. The worst cases of customer services are large businesses that have monopolies, such as Internet service providers in many areas, managed care organizations or federally qualified health centers.

When I worked in a large provider group, I was frustrated when a patient phone call actually got past the front desk to me. And when I was part time in a nonprofit with volunteer docs, I noticed that the front desk was rude to patients, but I was two walls back and not around enough to care.

These days, physicians employed in many settings are compensated partly by customer satisfaction, and this profit motive confounds a pure form of medicine. Still, focusing on accessibility, responsiveness, and positivity can improve customer service, without being pushed over by the patient. Accessibility means having flexible office hours, allowing walk-ins, not having phone trees and allowing emails and texts. Responsiveness means answering all of those systems within hours, if not seconds when possible. And positivity means having an I-can-solve-this-now attitude, rather than looking for excuses to end the visit as soon as possible. For example, the provider shouldn’t think they are too good to pick up a phone during the visit if it will help to coordinate care more effectively.

A good waiter keeps the glasses full and the customers content. It is important for us providers to remember who is the customer and who is the servant.

P.J. Parmar is a family physician at Ardas Family Medicine, Aurora, CO, and blogs at P.J.! Parmar.

Prev

The Affordable Care Act's Medicaid bait and switch

January 26, 2015 Kevin 36
…
Next

How much testing should you do in chronic abdominal pain?

January 26, 2015 Kevin 8
…

Tagged as: Primary Care

Post navigation

< Previous Post
The Affordable Care Act's Medicaid bait and switch
Next Post >
How much testing should you do in chronic abdominal pain?

ADVERTISEMENT

More by P. J. Parmar, MD

  • This doctor doesn’t mind if your cell phone rings

    P. J. Parmar, MD
  • I started a family medicine practice for $11,000. You can, too.

    P. J. Parmar, MD
  • a desk with keyboard and ipad with the kevinmd logo

    Stop the arranged marriages between patient and provider

    P. J. Parmar, MD

More in Physician

  • The shocking risk every smart student faces when applying to medical school

    Curtis G. Graham, MD
  • The physician who turned burnout into a mission for change

    Jessie Mahoney, MD
  • Time theft: the unseen harm of abusive oversight

    Kayvan Haddadan, MD
  • Why more doctors are leaving clinical practice and how it helps health care

    Arlen Meyers, MD, MBA
  • Harassment and overreach are driving physicians to quit

    Olumuyiwa Bamgbade, MD
  • Why starting with why can transform your medical practice

    Neil Baum, MD
  • Most Popular

  • Past Week

    • Who gets to be well in America: Immigrant health is on the line

      Joshua Vasquez, MD | Policy
    • Why specialist pain clinics and addiction treatment services require strong primary care

      Olumuyiwa Bamgbade, MD | Conditions
    • Harassment and overreach are driving physicians to quit

      Olumuyiwa Bamgbade, MD | Physician
    • Why peer support can save lives in high-pressure medical careers

      Maire Daugharty, MD | Conditions
    • When a medical office sublease turns into a legal nightmare

      Ralph Messo, DO | Physician
    • Addressing menstrual health inequities in adolescents

      Callia Georgoulis | Conditions
  • Past 6 Months

    • Forced voicemail and diagnosis codes are endangering patient access to medications

      Arthur Lazarus, MD, MBA | Meds
    • How President Biden’s cognitive health shapes political and legal trust

      Muhamad Aly Rifai, MD | Conditions
    • Why are medical students turning away from primary care? [PODCAST]

      The Podcast by KevinMD | Podcast
    • The One Big Beautiful Bill and the fragile heart of rural health care

      Holland Haynie, MD | Policy
    • Who gets to be well in America: Immigrant health is on the line

      Joshua Vasquez, MD | Policy
    • Why “do no harm” might be harming modern medicine

      Sabooh S. Mubbashar, MD | Physician
  • Recent Posts

    • The shocking risk every smart student faces when applying to medical school

      Curtis G. Graham, MD | Physician
    • Clinical ghosts and why they haunt our exam rooms

      Kara Wada, MD | Conditions
    • High blood pressure’s hidden impact on kidney health in older adults

      Edmond Kubi Appiah, MPH | Conditions
    • Deep transcranial magnetic stimulation for depression [PODCAST]

      The Podcast by KevinMD | Podcast
    • How declining MMR vaccination rates put future generations at risk

      Ambika Sharma, Onyi Oligbo, and Katrina Green, MD | Conditions
    • The physician who turned burnout into a mission for change

      Jessie Mahoney, MD | Physician

Subscribe to KevinMD and never miss a story!

Get free updates delivered free to your inbox.


Find jobs at
Careers by KevinMD.com

Search thousands of physician, PA, NP, and CRNA jobs now.

Learn more

View 33 Comments >

Founded in 2004 by Kevin Pho, MD, KevinMD.com is the web’s leading platform where physicians, advanced practitioners, nurses, medical students, and patients share their insight and tell their stories.

Social

  • Like on Facebook
  • Follow on Twitter
  • Connect on Linkedin
  • Subscribe on Youtube
  • Instagram

ADVERTISEMENT

  • Most Popular

  • Past Week

    • Who gets to be well in America: Immigrant health is on the line

      Joshua Vasquez, MD | Policy
    • Why specialist pain clinics and addiction treatment services require strong primary care

      Olumuyiwa Bamgbade, MD | Conditions
    • Harassment and overreach are driving physicians to quit

      Olumuyiwa Bamgbade, MD | Physician
    • Why peer support can save lives in high-pressure medical careers

      Maire Daugharty, MD | Conditions
    • When a medical office sublease turns into a legal nightmare

      Ralph Messo, DO | Physician
    • Addressing menstrual health inequities in adolescents

      Callia Georgoulis | Conditions
  • Past 6 Months

    • Forced voicemail and diagnosis codes are endangering patient access to medications

      Arthur Lazarus, MD, MBA | Meds
    • How President Biden’s cognitive health shapes political and legal trust

      Muhamad Aly Rifai, MD | Conditions
    • Why are medical students turning away from primary care? [PODCAST]

      The Podcast by KevinMD | Podcast
    • The One Big Beautiful Bill and the fragile heart of rural health care

      Holland Haynie, MD | Policy
    • Who gets to be well in America: Immigrant health is on the line

      Joshua Vasquez, MD | Policy
    • Why “do no harm” might be harming modern medicine

      Sabooh S. Mubbashar, MD | Physician
  • Recent Posts

    • The shocking risk every smart student faces when applying to medical school

      Curtis G. Graham, MD | Physician
    • Clinical ghosts and why they haunt our exam rooms

      Kara Wada, MD | Conditions
    • High blood pressure’s hidden impact on kidney health in older adults

      Edmond Kubi Appiah, MPH | Conditions
    • Deep transcranial magnetic stimulation for depression [PODCAST]

      The Podcast by KevinMD | Podcast
    • How declining MMR vaccination rates put future generations at risk

      Ambika Sharma, Onyi Oligbo, and Katrina Green, MD | Conditions
    • The physician who turned burnout into a mission for change

      Jessie Mahoney, MD | Physician

MedPage Today Professional

An Everyday Health Property Medpage Today
  • Terms of Use | Disclaimer
  • Privacy Policy
  • DMCA Policy
All Content © KevinMD, LLC
Site by Outthink Group

To remember who is the customer and who is the servant
33 comments

Comments are moderated before they are published. Please read the comment policy.

Loading Comments...