Medico
Forum Lieutenant
- 125
- 18
- 18
Recently I received a matter of investigation from my employer for having an 'attitude' with a LEO. The complaint was unfounded; this did not save me from a verbal tongue lashing which lasted a little over an hour, however. I was scolded on what internal customers are and quality customer service for patients.
My supervisor made a point to commend me on my quality patient care and reinforce that there was no issue with my ability to perform my job, rather the concern of providing "good customer service." I understand that department funding comes largely in part with happy experiences. Which my supervisor made sure they explained that as well. He then proceeded to tell me that I will "have a smile in my voice, a smile on my face, and treat every patient like royalty." I am not one to smile just to smile. I will also not treat anyone like they are royalty. I will treat everyone with respect, dignity, and like a human being. I will not disrespect patients, will always give someone the benefit of the doubt, and will be an advocate.
What bothers me is that where I work, they would rather have mediocre providers who are customer service experts.
More or less, I needed to get this off my chest. Has anyone else experienced similar and how did you handle it? Or am I the one with a disconnect and in the wrong?
My supervisor made a point to commend me on my quality patient care and reinforce that there was no issue with my ability to perform my job, rather the concern of providing "good customer service." I understand that department funding comes largely in part with happy experiences. Which my supervisor made sure they explained that as well. He then proceeded to tell me that I will "have a smile in my voice, a smile on my face, and treat every patient like royalty." I am not one to smile just to smile. I will also not treat anyone like they are royalty. I will treat everyone with respect, dignity, and like a human being. I will not disrespect patients, will always give someone the benefit of the doubt, and will be an advocate.
What bothers me is that where I work, they would rather have mediocre providers who are customer service experts.
More or less, I needed to get this off my chest. Has anyone else experienced similar and how did you handle it? Or am I the one with a disconnect and in the wrong?