Doctor/patient relationships require give and take.

By Myra Williams, Vice President, Health Services Division, HMSA

I have a great mechanic. He’s thorough, reliable and honest. And those qualities have a lot to do with how I perceive our relationship. I know that since he’s so great, other people probably rely on him, too. So when I call to schedule an oil change, I don’t expect to get my car in that day. It’s not urgent, and I know better than to wait until the last minute. But if my car breaks down, I know he’ll get me in as soon as he can.

Health care works in a similar way. Doctors have to balance a tough schedule of routine appointments and last-minute emergency services. This balance helps ensure that people get the care they need, when they need it. To be satisfied with your doctor, you need to form reasonable expectations and plan accordingly.
 
HMSA recently conducted a survey about members’ satisfaction with receiving timely and quality health care. Scores related to getting a doctor’s appointment for a chronic or non-urgent illness were lower than we expected, and yet, most participants indicated that they received an appointment in one week or less.

I was surprised. I know we live in a fast-paced society that revolves around “quick and easy,” but there are some things we shouldn’t rush, like quality health care. If we want our doctors to provide attentive, meaningful care, we should understand that their other patients deserve the same.

I know it’s frustrating when our expectations aren’t met. I once showed up for a routine appointment to discover that my doctor had just rushed to the hospital to deliver a baby. I was annoyed that I’d been inconvenienced, but I knew he did what was best for his patients. That woman and baby needed him more than I did that day.

It works both ways. Recently, I developed itchy bumps on my leg. So I did what anyone would do – I waited and hoped they’d disappear. They got worse. I gave in and called my doctor. The receptionist said she had a full schedule but would try to fit me in that day. I had to wait one hour in the waiting room. But every time I started to grumble, I quickly remembered that she was rearranging her schedule for me. After all, I was the one too stubborn to make an appointment earlier.

With health care, unexpected things can happen. But there’s lots you can do to improve your doctor visits. When scheduling routine care, know when you’re due to go, book far in advance, and mark it on your calendar right away. If you want to get in quickly, be flexible with your hours and location – some doctors work at two or more offices. And don’t wait too long to schedule an appointment if you’re sick. Or, try HMSA’s Online Care. It’s a fast and easy way to get care for non-urgent conditions.

When you go to your appointment at your doctor’s office, allow yourself adequate time for the visit so you don’t feel rushed. Bring a book or something to do in case you have to wait. Be prepared with questions and concerns (make a list if necessary), and communicate with your doctor so you fully understand your situation and what actions need to be taken. This may help prevent the need for another visit.

Most importantly, have patience and understand that doctors care for a lot of people. If they’re a little busy, take it as a good sign that they’re trusted and well-liked.