.jpg)
Another doctor visit, another lesson in patient care. As I pulled into the parking lot for my semi-annual check-up, I was greeted with a sign stating: FOR YOUR SAFETY, WE HAVE DISCONTINUED OUR COMPLIMENTARY VALET SERVICE. Because of the complete lack of parking in this part of town and being a little spoiled from my past experiences there, I felt momentarily disappointed, but quickly replaced that thought with a self-reassuring, “I get it” under my breath. After waiting about 5-10 minutes for a space to open, I parked, put on my mask, and proceeded to head to the entrance where I was greeted by a makeshift table and the former valet brandishing a thermometer like a sidearm. The ping pong dialogue started. “What is your last name?” “Jay Juffre”. “Did we notify you via text it was ok to enter the facility?” “Huh?” “Did you get the email?” “No, but I got two confirmation phone calls, they did not mention an email.” “Did you download our COVID app?” “I was not aware of an app.” “Did they tell you to wait in the car until we notify you via the app or text?” “No.” Finally, after I just stared blankly at the guy for what seemed like minutes, he said to me, “Well, since you are already in the building and have parked your car, let me take you temperature and get you in to see the doctor.” Unlike my reaction to the lack of complimentary valet, I walked in thinking, “I don’t get it … ” We are still in a pandemic, we are still in trying times, but we need to always put ourselves in the shoes of the patient. I cannot imagine how my tech-challenged retired father or countless others would have possibly navigated this. When it comes to patients, keep them safe, but never make entry to see their healthcare provider the equivalent of successfully completing a scavenger hunt. Put them at ease by making it easy.
