How many hours does a patient spend waiting in waiting rooms?
My GP surgery specialises in training the receptionists. They follow the Rottweiler training method.  This makes for a confrontational approach. The line across the floor, indicating the border controls. Do not step over this until invited to approach the reception desk. The fact that 1 metre in front of the ever seething queue, the previous patient interrogation can be heard verbatim.  Privacy eh?

Imagine my surprise then, when I had occasion this week to visit my daughter’s surgery. There is NO stupid border line marked out. The receptionists follow the Labrador School method. Be Nice, be Intelligent,  bit of a Chatter and ooze Empathy. N.I.C.E.

They explained the gp was running late. They said there had been two emergencies which had caused the delays. They suggested patients could come back a bit later or see the nurse or the pharmacist or book ahead.

They offered water to drink, changing rooms for babies to be fed. Actually they held babies for parents. In fact they appeared to rather WANT to be NICE. everyone was calm, happy, chatty.

What a difference.

I also had a check up in the London hospital eye Clinic. This is always slow but the patients are given eye drops to dilate and anaesthetise (what?)as they arrive. This means no one can see. Yellow tears drip down faces and everyone ( I’m the youngest by about 25 years) nods off snoring away. Yes I did that too. There is no need for the tv with subtitles on the wall. We CANNOT see!

Two and a half hours later Consultant saw me. Apologised profusely for delays. Explained  reasons. Spent ages. Thorough. Showed me scans. Explained the technology. Intelligence. Chatter. Empathy. NICE

I staggered out peering at my phone to ring for a cab.

Then there are the waiting rooms at St Pancras. One is conveniently by Eurostar and East Midlands Trains. ie after all these bloody appointments I get a train East Midlands…one day I might just get the Paris one!!
This waiting room has staff trained the NICE way. There is a button to press for champagne. There is a button to press for a heater. Phone charger point. It’s an excellent waiting room. Especially with the benefits of a founding members loyalty card! NICE…I will meet you there…anytime!