So let’s take that to a smaller but equally impressive level. Recently I walked into my doctor’s office and after checking me in, the receptionist asks, “Would you like a cup of coffee? You like it with cream and a little bit of sugar, right?” After I sat down with my cup of joe in amazement and feeling like the most important patient in the world, I observed her handing the next patient a bottle water and say, “I know you don’t drink coffee.” Unbelievable. This receptionist somewhere had notes on whether patients preferred water or coffee (and how they preferred it if it was the latter).

 

I immediately thought back to my last visit. She had asked me if I wanted coffee (which was already a very nice thing to do) and had asked me how I wanted it. She clearly had made a note of it and was now using it to blow me away this visit. For literally pennies, this doctor’s office was making their patients feel special and showing them that they cared. Whenever I see that doctor, she always asks me about my children, my hobbies, or how my vacation was. Again, I feel like a special patient. The reality is, the doctor not only takes notes on my medical condition, but also on me as a person. When it comes to patient care, teach your team to show how much they care for their patients by taking a sincere interest in them. It will go a long, long way.