Great post, Wayne.
@Boondoc The upset was needs a "letter." The kicker is that this happened on a page.
On a similar subject, another issue that comes up that doesn't need to is the fact that the office needs drama. We are all human, and all of us (definitely me) sometimes get a little upset with the first person they talk to on the phone. Just an initial reaction or vent. I don't mean being rude. So, instead of just sending me a quick note, my staff feels obliged to go into to detail as to what they said and how they were upset, etc. That, of course, changes the way I look at the whole subject. Instead of saying Ms. Smith called and wants you to call her back about X. She did seem a bit frustrated, they will say the first part, with and she was very upset she had to do whatever. Something like that.
Because, as you know, sweet as pie in the room. Not saying my staff should be abused. Hopefully you get the idea. And, there are times you do need a heads up prior to seeing a patient.
