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An appointment is an arrangement to meet at a specific time and place.
Now, to my way of thinking, that involves two or more people agreeing to a date, a time and a rendezvous. However, certain parts of our wonderful NHS continue to send out letters claiming that an appointment has been made without first talking with the person involved.
They then post large and irritating notices in their clinics and waiting rooms that announce how many appointments patients have failed to keep in the last month, or the last year.
There is no breakdown detailing how many such broken “appointments” were unilaterally decreed by the NHS.
If I was running a restaurant and sent you an “appointment” for coffee and croissants at 8.30 a.m. on the 25th without your agreement I could hardly blame you if you decided not to come.
Why does the NHS think it is so different?
Perhaps the NHS believes our health would naturally be our primary concern. Indeed, in a recent poll it was placed first, ahead of wealth and happiness. However, on a day-to-day basis it often ranks lower than that.
If someone close to us is unwell we may postpone seeking treatment for a minor ailment of our own. Some people put off seeing the doctor, fearing the possible diagnosis. Others struggle into work despite being ill. So, clearly, health does not rank No.1 in all circumstances.
Those “broken” appointments may have been sent to someone who is out of the country, unable to read, otherwise incapacitated, or dead. How would the NHS know without trying to speak with the person in order to agree – rather than decree – an appointment?
Having a dialogue before setting a date and time would probably cost less in time and money than the all the subsequent rescheduling and the unused resources resulting from non-attendance.
Of course, the NHS is not alone in taking a cavalier and high-handed attitude. Too often businesses blame unreasonable and uncooperative prospects and clients instead of looking for the root cause of discrimination and displeasure. Too often the approach is ‘don’t bother me with the facts, I prefer my prejudices.’
Everybody loses, but it doesn’t have to be that way.
Business suggestions
1) Talk to your prospects and your clients;
2) Don’t blame the customer when things go wrong;
3) Uncover the facts instead of making assumptions;
4) Seek feedback from those who are not your customers as well as folks who are;
5) Ask ‘how do I?’ rather than ‘why?’ – it’s forward looking and much more productive.
Now, to my way of thinking, that involves two or more people agreeing to a date, a time and a rendezvous. However, certain parts of our wonderful NHS continue to send out letters claiming that an appointment has been made without first talking with the person involved.
They then post large and irritating notices in their clinics and waiting rooms that announce how many appointments patients have failed to keep in the last month, or the last year.
There is no breakdown detailing how many such broken “appointments” were unilaterally decreed by the NHS.
If I was running a restaurant and sent you an “appointment” for coffee and croissants at 8.30 a.m. on the 25th without your agreement I could hardly blame you if you decided not to come.
Why does the NHS think it is so different?
Perhaps the NHS believes our health would naturally be our primary concern. Indeed, in a recent poll it was placed first, ahead of wealth and happiness. However, on a day-to-day basis it often ranks lower than that.
If someone close to us is unwell we may postpone seeking treatment for a minor ailment of our own. Some people put off seeing the doctor, fearing the possible diagnosis. Others struggle into work despite being ill. So, clearly, health does not rank No.1 in all circumstances.
Those “broken” appointments may have been sent to someone who is out of the country, unable to read, otherwise incapacitated, or dead. How would the NHS know without trying to speak with the person in order to agree – rather than decree – an appointment?
Having a dialogue before setting a date and time would probably cost less in time and money than the all the subsequent rescheduling and the unused resources resulting from non-attendance.
Of course, the NHS is not alone in taking a cavalier and high-handed attitude. Too often businesses blame unreasonable and uncooperative prospects and clients instead of looking for the root cause of discrimination and displeasure. Too often the approach is ‘don’t bother me with the facts, I prefer my prejudices.’
Everybody loses, but it doesn’t have to be that way.
Business suggestions
1) Talk to your prospects and your clients;
2) Don’t blame the customer when things go wrong;
3) Uncover the facts instead of making assumptions;
4) Seek feedback from those who are not your customers as well as folks who are;
5) Ask ‘how do I?’ rather than ‘why?’ – it’s forward looking and much more productive.
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