I’d like to show up for a doctor appointment and have the receptionist smile and say come on in, we’ve been expecting you.
Give me a bit…I’m working on this issue— designing the ideal health experience— right now as a matter of fact!
But the real issue here is that YOU are not the doctor’s customer. Customers are people who purchase goods and/or services. So if you used your insurance today to pay for the doctor, you gave up customer status to the real customers of doctor’s services— insurance companies. That’s why they have about two billers working for every doctor in the back office— to interact with their customers. And that’s why doctor’s offices typically have receptionists who don’t care that much about being nice to you. They don’t really have to be nice to you.