e and most likely for the last time. I thought about the feedback I receive at the end of most presentations or workshops that I give. That feedback makes be better. (It also makes me feel good too!) I decided the doctor needed a confidential evaluation of his office. I thought about the number of times an audience member or a reader of my newsletter challenged something I said or did. It got me thinking. Perhaps it gets me to change something. But most importantly, I usually know I struck a nerve - which is what I enjoy doing. When I strike a nerve I know I am getting people to think, stand up for themselves, or begin to make some great change in their life. I decided it was time to strike a nerve with the doc and this was on behalf of all people here in the United States who have experienced "managed care!"

So I wrote Dr. Phil a letter, yes his first name is Phil. I reminded him why I originally came to him. I also shared my frustration with his office. I let him know that people in the community are not saying nice things about him. I told him I understand that might feel that he is at the mercy of the insurance agencies, HMO's, and malpractice issues. I told him I understand his predicamen

Have you ever been to a restaurant with lousy service? Even though the food is good, you won't go back because you refuse to be treated poorly. Have you ever stopped frequenting a retail establishment because you became tired of lousy service by a workforce that has no work ethic and perhaps give off those signals that they're doing you a favor? Think about an establishment that no longer has your business because the way they do business is just plain terrible.

Let me ask you this....Did your doctor's office come to mind? Probably not. Why is it that if a restaurant or a retail establishment gives us poor service we walk away, inform management, or fill out customer comment cards? When our doctor's office gives us poor service we go back for more; over and over again?

Over the last couple of months I have listened to several people verbalize some negative things about their doctor and the inefficiencies at the office. They all have the same doctor. I've heard comments like you can't get an appointment, they pawn you off on a physician's assistant or a different doctor, or the staff is just rude and will let you sit and wait and wait and wait and not tell you what is going on. Now the first thing that comes to my mind is 'why the heck do you keep going back for more'. New physicians are graduating medical school every year; new physicians who are perhaps more current with technology and protocols.

Oh coincidentally, the doctor receiving the complaints is mine as well.

So I asked all three of these people what they have done about changing the situation. Have they said anything? Have they talked to the doctor about what they are experiencing? Don't they think it is important that the physician know what is going on? Or were they just going to whine about the waiting, the shuffling, and the poor service, only to be frustrated again next time they pick up the phone or enter the office? I shared my thoughts on how things will not change unless someone says or does something. The response from all three was along the lines of it won't matter; nothing will change, why bother, and I don't go to the doctor that often. Which is amazing; most businesses really do want to hear from their customers. Many actually implement changes when they hear from customers. A doctor's office is a business, isn't it? Sorry to ruin your day if you thought otherwise.

Well last week was my turn. I needed to see the doctor. He was not available. I was referred to his associate who had lots of openings. Of course she did, she's clueless. When I needed shots for my trip to Africa last year I accepted an appointment with her. I figured it wouldn't matter; it was just shots. When I arrived she wanted me to tell her what shots I needed; what protocols I needed. I informed her that she was the doc and that the office staff knew why they were scheduling me. She said she would have to research it and she would get back to me. Hooray! I got to pay a $25 co-pay for someone to tell me they will do research. I digress.

So when the receptionist offered me an appointment with Dr. Clueless, I declined. I was given an appointment with Dr. I-Could-Care-Less-How-Long-You-Wait-For-Me. I arrived and waited forty minutes watching everyone else being called through the Doorway to Better Health. I finally asked if I was forgotten. I was informed that he was running late and that it would be another hour. I informed them that it would not be another hour and perhaps I should bill them for wasting my time. Dead, uncomfortable silence. Hey, like I said, you gotta have a little fun. They offered me Dr. Clueless. I chuckled and told them my two ten month old puppies could do a better job diagnosing my problem. They told me they would note my file that I am not to ever see her. Those words came out of the receptionist's mouth so fast, as if this was not the first time this has happened. I walked out. That evening I also faxed them an invoice for an immediate refund of my co-pay; with a "threat" of a collection agency. Just having my sadistic fun.

Let me tell you why I originally selected this doctor. I do not do medication - it is the last alternative. It is that simple. This doctor doesn't just prescribe medication. It was a match made in heaven. As a matter of fact several years back he sent me for Reiki when I was having a little period of anxiety. He was young when I found him. His practice was new. I am relatively healthy. I do not need to see him regularly; I was even told that is why I couldn't be slotted in on an emergency basis last week; because I have not seen him in over a year. Boy, it sucks to be healthy

Now when I walked out I started thinking about those three other patients. I made a decision right then and there. I was going to let the doctor know that I walked out of his office and most likely for the last time. I thought about the feedback I receive at the end of most presentations or workshops that I give. That feedback makes be better. (It also makes me feel good too!) I decided the doctor needed a confidential evaluation of his office. I thought about the number of times an audience member or a reader of my newsletter challenged something I said or did. It got me thinking. Perhaps it gets me to change something. But most importantly, I usually know I struck a nerve - which is what I enjoy doing. When I strike a nerve I know I am getting people to think, stand up for themselves, or begin to make some great change in their life. I decided it was time to strike a nerve with the doc and this was on behalf of all people here in the United States who have experienced "managed care!"

So I wrote Dr. Phil a letter, yes his first name is Phil. I reminded him why I originally came to him. I also shared my frustration with his office. I let him know that people in the community are not saying nice things about him. I told him I understand that might feel that he is at the mercy of the insurance agencies, HMO's, and malpractice issues. I told him I understand his predicament

rst thing that comes to my mind is 'why the heck do you keep going back for more'. New physicians are graduating medical school every year; new physicians who are perhaps more current with technology and protocols.

Oh coincidentally, the doctor receiving the complaints is mine as well.

So I asked all three of these people what they have done about changing the situation. Have they said anything? Have they talked to the doctor about what they are experiencing? Don't they think it is important that the physician know what is going on? Or were they just going to whine about the waiting, the shuffling, and the poor service, only to be frustrated again next time they pick up the phone or enter the office? I shared my thoughts on how things will not change unless someone says or does something. The response from all three was along the lines of it won't matter; nothing will change, why bother, and I don't go to the doctor that often. Which is amazing; most businesses really do want to hear from their customers. Many actually implement changes when they hear from customers. A doctor's office is a business, isn't it? Sorry to ruin your day if you thought otherwise.

Well last week was my turn. I needed to see the doctor. He was not available. I was referred to his associate who had lots of openings. Of course she did, she's clueless. When I needed shots for my trip to Africa last year I accepted an appointment with her. I figured it wouldn't matter; it was just shots. When I arrived she wanted me to tell her what shots I needed; what protocols I needed. I informed her that she was the doc and that the office staff knew why they were scheduling me. She said she would have to research it and she would get back to me. Hooray! I got to pay a $25 co-pay for someone to tell me they will do research. I digress.

So when the receptionist offered me an appointment with Dr. Clueless, I declined. I was given an appointment with Dr. I-Could-Care-Less-How-Long-You-Wait-For-Me. I arrived and waited forty minutes watching everyone else being called through the Doorway to Better Health. I finally asked if I was forgotten. I was informed that he was running late and that it would be another hour. I informed them that it would not be another hour and perhaps I should bill them for wasting my time. Dead, uncomfortable silence. Hey, like I said, you gotta have a little fun. They offered me Dr. Clueless. I chuckled and told them my two ten month old puppies could do a better job diagnosing my problem. They told me they would note my file that I am not to ever see her. Those words came out of the receptionist's mouth so fast, as if this was not the first time this has happened. I walked out. That evening I also faxed them an invoice for an immediate refund of my co-pay; with a "threat" of a collection agency. Just having my sadistic fun.

Let me tell you why I originally selected this doctor. I do not do medication - it is the last alternative. It is that simple. This doctor doesn't just prescribe medication. It was a match made in heaven. As a matter of fact several years back he sent me for Reiki when I was having a little period of anxiety. He was young when I found him. His practice was new. I am relatively healthy. I do not need to see him regularly; I was even told that is why I couldn't be slotted in on an emergency basis last week; because I have not seen him in over a year. Boy, it sucks to be healthy

Now when I walked out I started thinking about those three other patients. I made a decision right then and there. I was going to let the doctor know that I walked out of his office and most likely for the last time. I thought about the feedback I receive at the end of most presentations or workshops that I give. That feedback makes be better. (It also makes me feel good too!) I decided the doctor needed a confidential evaluation of his office. I thought about the number of times an audience member or a reader of my newsletter challenged something I said or did. It got me thinking. Perhaps it gets me to change something. But most importantly, I usually know I struck a nerve - which is what I enjoy doing. When I strike a nerve I know I am getting people to think, stand up for themselves, or begin to make some great change in their life. I decided it was time to strike a nerve with the doc and this was on behalf of all people here in the United States who have experienced "managed care!"

So I wrote Dr. Phil a letter, yes his first name is Phil. I reminded him why I originally came to him. I also shared my frustration with his office. I let him know that people in the community are not saying nice things about him. I told him I understand that might feel that he is at the mercy of the insurance agencies, HMO's, and malpractice issues. I told him I understand his predicamen

I needed to see the doctor. He was not available. I was referred to his associate who had lots of openings. Of course she did, she's clueless. When I needed shots for my trip to Africa last year I accepted an appointment with her. I figured it wouldn't matter; it was just shots. When I arrived she wanted me to tell her what shots I needed; what protocols I needed. I informed her that she was the doc and that the office staff knew why they were scheduling me. She said she would have to research it and she would get back to me. Hooray! I got to pay a $25 co-pay for someone to tell me they will do research. I digress.

So when the receptionist offered me an appointment with Dr. Clueless, I declined. I was given an appointment with Dr. I-Could-Care-Less-How-Long-You-Wait-For-Me. I arrived and waited forty minutes watching everyone else being called through the Doorway to Better Health. I finally asked if I was forgotten. I was informed that he was running late and that it would be another hour. I informed them that it would not be another hour and perhaps I should bill them for wasting my time. Dead, uncomfortable silence. Hey, like I said, you gotta have a little fun. They offered me Dr. Clueless. I chuckled and told them my two ten month old puppies could do a better job diagnosing my problem. They told me they would note my file that I am not to ever see her. Those words came out of the receptionist's mouth so fast, as if this was not the first time this has happened. I walked out. That evening I also faxed them an invoice for an immediate refund of my co-pay; with a "threat" of a collection agency. Just having my sadistic fun.

Let me tell you why I originally selected this doctor. I do not do medication - it is the last alternative. It is that simple. This doctor doesn't just prescribe medication. It was a match made in heaven. As a matter of fact several years back he sent me for Reiki when I was having a little period of anxiety. He was young when I found him. His practice was new. I am relatively healthy. I do not need to see him regularly; I was even told that is why I couldn't be slotted in on an emergency basis last week; because I have not seen him in over a year. Boy, it sucks to be healthy

Now when I walked out I started thinking about those three other patients. I made a decision right then and there. I was going to let the doctor know that I walked out of his office and most likely for the last time. I thought about the feedback I receive at the end of most presentations or workshops that I give. That feedback makes be better. (It also makes me feel good too!) I decided the doctor needed a confidential evaluation of his office. I thought about the number of times an audience member or a reader of my newsletter challenged something I said or did. It got me thinking. Perhaps it gets me to change something. But most importantly, I usually know I struck a nerve - which is what I enjoy doing. When I strike a nerve I know I am getting people to think, stand up for themselves, or begin to make some great change in their life. I decided it was time to strike a nerve with the doc and this was on behalf of all people here in the United States who have experienced "managed care!"

So I wrote Dr. Phil a letter, yes his first name is Phil. I reminded him why I originally came to him. I also shared my frustration with his office. I let him know that people in the community are not saying nice things about him. I told him I understand that might feel that he is at the mercy of the insurance agencies, HMO's, and malpractice issues. I told him I understand his predicamen

s. I chuckled and told them my two ten month old puppies could do a better job diagnosing my problem. They told me they would note my file that I am not to ever see her. Those words came out of the receptionist's mouth so fast, as if this was not the first time this has happened. I walked out. That evening I also faxed them an invoice for an immediate refund of my co-pay; with a "threat" of a collection agency. Just having my sadistic fun.

Let me tell you why I originally selected this doctor. I do not do medication - it is the last alternative. It is that simple. This doctor doesn't just prescribe medication. It was a match made in heaven. As a matter of fact several years back he sent me for Reiki when I was having a little period of anxiety. He was young when I found him. His practice was new. I am relatively healthy. I do not need to see him regularly; I was even told that is why I couldn't be slotted in on an emergency basis last week; because I have not seen him in over a year. Boy, it sucks to be healthy

Now when I walked out I started thinking about those three other patients. I made a decision right then and there. I was going to let the doctor know that I walked out of his office and most likely for the last time. I thought about the feedback I receive at the end of most presentations or workshops that I give. That feedback makes be better. (It also makes me feel good too!) I decided the doctor needed a confidential evaluation of his office. I thought about the number of times an audience member or a reader of my newsletter challenged something I said or did. It got me thinking. Perhaps it gets me to change something. But most importantly, I usually know I struck a nerve - which is what I enjoy doing. When I strike a nerve I know I am getting people to think, stand up for themselves, or begin to make some great change in their life. I decided it was time to strike a nerve with the doc and this was on behalf of all people here in the United States who have experienced "managed care!"

So I wrote Dr. Phil a letter, yes his first name is Phil. I reminded him why I originally came to him. I also shared my frustration with his office. I let him know that people in the community are not saying nice things about him. I told him I understand that might feel that he is at the mercy of the insurance agencies, HMO's, and malpractice issues. I told him I understand his predicamen

e and most likely for the last time. I thought about the feedback I receive at the end of most presentations or workshops that I give. That feedback makes be better. (It also makes me feel good too!) I decided the doctor needed a confidential evaluation of his office. I thought about the number of times an audience member or a reader of my newsletter challenged something I said or did. It got me thinking. Perhaps it gets me to change something. But most importantly, I usually know I struck a nerve - which is what I enjoy doing. When I strike a nerve I know I am getting people to think, stand up for themselves, or begin to make some great change in their life. I decided it was time to strike a nerve with the doc and this was on behalf of all people here in the United States who have experienced "managed care!"

So I wrote Dr. Phil a letter, yes his first name is Phil. I reminded him why I originally came to him. I also shared my frustration with his office. I let him know that people in the community are not saying nice things about him. I told him I understand that might feel that he is at the mercy of the insurance agencies, HMO's, and malpractice issues. I told him I understand his predicament. I also reminded him of the people who were there when he started his practice. I apologized for not being sick enough to visit him on a regular basis and told him I would probably not see him again; but am available to talk to him about my letter if he so chooses.

Will my letter make a difference? I don't know. I have nothing to lose. I can't get in to see him anyway, even if I make an appointment. But maybe, just maybe he might stop for a moment and do some thinking. Maybe, just maybe, I am the first to let him know what is going on; and why he is losing a patient. Maybe he has been losing many patients and not knowing it? Maybe he wants to know? Somebody has to be first.

But here is your take-away...There are businesses that you choose for reasons that are important to you. Likewise, people are choosing you and your business for particular reasons as well. Do you know what they are? Is it worth revisiting your core values and beliefs every so often, as an employee, employer, business owner or staff member? Have you ever played customer for one day at your business? Where do you need to speak up? Don't think it will make a difference? Will it make a difference to you?

Remember to have some fun today!