What if my patient's time is more important than mine?
Picture the scene: a typical weekday afternoon in the basement of one of the world's leading eye hospitals. Three clinics are running simultaneously, the waiting room brimming with individuals, each grappling with a serious ocular ailment. Many have endured waits of over an hour, some even longer. The seating, comprised of unforgiving plastic chairs, offers little comfort. Some patients arrive prepared, armed with a tablet or a substantial book, all patiently and anxiously awaiting their turn to be seen.
However, by the time they finally enter the consulting room, the protracted wait has left many exhausted. The doctor, under pressure to see a high volume of patients, is often rushed. Consequently, a patient's visit to the department can easily consume two to three hours, with a mere ten minutes allocated to the actual consultation. Understandably, patients frequently depart feeling dissatisfied and frustrated by the experience.
Furthermore, consider the plight of those patients whose condition deteriorates and who need to contact their specialist. There is often no telephone number to call, no email address to use. Their only recourse is to return to the eye hospital, endure another lengthy wait in the accident and emergency department, and be seen by a junior doctor.
I know this because I used to work in such an eye hospital.
When I established my own practice, I was determined to offer an experience that stood in stark contrast to this. I want to have a practice that genuinely values the patient's time. I want my waiting room to be empty because patients are seen promptly. I want an empty waiting list for appointments, ensuring that new patients are not left at home, consumed by worry about their eye condition whilst awaiting an appointment. I wanted my patients to feel supported, knowing they could always contact me directly should their condition change.
What would such a practice look like?
Must "patients" always be patient?
The Latin origin of the word 'patient', 'patiens', translates to 'to suffer or bear'. Traditionally, being a patient has implied enduring whatever suffering is necessary and tolerating the interventions of external experts. In contemporary society, it is widely accepted that patients will invariably have to wait to be seen by a doctor, irrespective of whether they are paying for private care.
We are accustomed to the adage that 'healthcare is a finite resource'. This is certainly the case within the public system, where demand significantly outstrips supply. The only way to manage the workload is to accommodate more patients within the same timeframe.
While this may be true in the public system, it is not necessarily inevitable in private healthcare. However, it is not uncommon, even in private ophthalmology, for a half-day clinic to schedule upwards of twenty patients, with appointment slots of only ten to fifteen minutes. This is often compounded by a waiting list for appointments and further delays on the day of consultation.
My Guiding Principle
"What if my patient's time is more important than mine?"
This statement became a cornerstone of my approach when I established my clinic at Retina Specialists. Above all, I believe in allocating sufficient time to allow for a thorough discussion of each patient's eye condition. There is simply no substitute for dedicated, face-to-face time with a specialist. Therefore, I allocate a standard thirty-minute appointment slot for each patient, providing ample opportunity to explore their concerns in detail.
Naturally, not all patients require the full thirty minutes, which creates a buffer to ensure appointments run punctually. Consequently, my patients are frequently pleasantly surprised by the minimal waiting time.
All my patients are provided with my personal mobile telephone number and email address. They are actively encouraged to contact me with any concerns, no matter how minor, rather than suffer anxiety in silence. Ultimately, it is preferable for me to be aware of any potential problems so that I can address them promptly.
I personally review all new referrals and strive to offer appointments to new patients within one week. My team will contact them within twenty-four hours to schedule an appointment, and should any delay arise, I will often email the patient myself to provide a direct point of contact.
Therefore, if you believe that my approach to practice would be beneficial to your patients, let me know by sending me a referral!
About Dr Leo Sheck
Book your appointment now to see Dr Sheck
Dr Sheck is a RANZCO-qualified, internationally trained ophthalmologist. He combined his initial training in New Zealand with a two-year advanced fellowship in Moorfield Eye Hospital, London. He also holds a Doctorate in Ocular Genetics from the University of Auckland and a Master of Business Administration from the University of Cambridge. He specialises in medical retina diseases (injection therapy), cataract surgery, ocular genetics, uveitis and electrodiagnostics.
