By Braddah Lance
At a drug testing yesterday, I couldn't help but notice the interaction between a nurse and the patients and it reminded me of my orthopedic.
Back in 2000 when I blew out my knee, I was fortunate enough to have one of the top orthopedics in the state take a look. His waiting room was PACKED wall to wall - with people waiting outside as well - indicating he was in high demand. After waiting more than a few hours - rogah, HOURS - I was called up, sat on the exam table for a few minutes - or more - and when he finally came he asked what happened, took a quick look, put his hands on my knee, popped it out and said, "so when did you want to have surgery?"
Yup, that fast, that quick and that bluntly straightforward. It was a lot for me to process in 7 seconds and basically he said if I was going to stay active that I'd need the surgery. Well, that was a no brainer for me.
After the surgery, there were a ton of follow-ups and the same thing happened everytime with his office. I schedule a morning appointment, wait for hours, get seen in the afternoon - or very late morning - then once called in, sit down for two minutes and I'm done. I thought an "appointment" was to specify an exact time to meet? While I understand it's a doctor's office and there are delays but by da HOURS and then only to get seen for two minutes???
Wassup Wit Dat!
I've never had any kine of surgery before so it was "new" to me and you would think that a surgeon would have a bit more tact in realizing that while it may be a common, normal, everyday thing performing multiple surgeries a day, the people having the surgeries don't know what da heck is going on or what to expect.
One day after da uku-millionth visit, I was talking to anoddah patient who happened to be an ex-coworker:
BL: "So how long you been waiting?"
Oddah Patient: "About two hours. You?"
BL: "About two and a half. I just checked in and went out."
Oddah Patient: "I know. Wat for make appointment?"
BL: "You telling me. And then we wait for hours to see him for two minutes and then he only says, "looking good" and then leaves? And then he not even friendly about it!"
Oddah Patient: "I know! Wat kine dat yeah?"
Needless to say, when I got called into da waiting room that day I let him have it. I told him it was already bad that patients with appointments had to wait hours beyond their appointment time but to only get seen for less than two minutes and then just told it's all good and without even a "how are you doing?" doesn't make a patient feel good or comfortable.
Long story short, the wait time got cut down in a sense that a morning appointment meant you would be seen in da morning and we would be in da exam room for THREE minutes now. While I can't say for certain if he began to be "nicer" to just me, I would like to think dat he is more nice to everyone.
Back to da nurse at my drug testing. She was a real.......... robot - very impersonal, reading off a script tone of voice and sorry to say, a classic city worker who's been there too long - generalizing of course.
Sadly, she didn't look much older than me - which isn't saying much - but does being in a position for an extended period of time turn you into a thick skinned, non-caring, impersonal person? I can gurantee dat she doesn't act li'dat with her friends.... oddahwise she wouldn't have any.
Think about it. When you go anywhere dealing with "customer service", can't you tell da newbies right off the bat? They are the "nice" ones, the cheery ones, the ones who actually smile and willing to help YOU regardless if you're a returning customer or a first timer.
Then an "old-timer" sinks his/her claws and says, "you'll learn".
And so da cycle begins.
Have you experienced any "robots"? Why do "old-timers" - not all of them - turn insensitive? Granted, they have paid their dues but does that allow them to treat the same people that come in for help or service any differently than when they first started? Or is it just a specific profession that generates attitude?
I hope that da WWD! Hui who have been in the same position for many many years no ack li'dat. I've been doing what I've been doing for about 11 years and I too catch myself and then scold myself for being "monotoned" but it all boils down to one thing,