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How to do it ...

... you do it wrong. two consecutive phone calls from even just make clear to me again -

It is so. As

Info:
We use a standard letter to send our surgical appointments. This letter is with the data we enter automatically generated from the PC. This then there's the date for surgery, and the necessary outpatient appointment, but also information about admission and stay. (What to bring when the picture is taken, where you have to register etc.)

had few months ago, we can change this default letter - a massive effort, as this must be done through a company which drains for maintenance of our system. Very great. Due to frequent complaints from our patients that passage was changed, informed about the was, that can be provided on demand, nightgown, hand and India ink, etc. from us.
Again and again, patients have complained, because they have their own nightwear and want to take.
What have I spoken fluffy mouth - have said countless times that they are welcome to ...
At some point we then passed, and it was decided to change this passage in the letter.

now stands there, then, that you should bring your nightgown / pajamas and Co.. And what is the consequence?

right - about as many people as before the transformation complain ... Only that they are now very upset about why they take it all should, and to one that could not get from home ... What we learn

it? can make it right anyway ... never all -
not fret - just wonders

fact that we also could have saved the whole, has proved once again today.

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In the valley of tears ...

A little story from the category - patients, including very specifically:

A not so young lady comes to their planned admission. 3 hours late, but made up, in pajamas and dressing gown (she came by taxi!) And with curlers in the fresh dyed hair (this loathsome "old woman purple").

soon as she is on the station, she burst into tears when they noticed that it is housed in a 3-bed rooms. (On our station, there are only 3-bed room). To avoid

a collective Heulkrampf of patient station assistant, station doctor and other patients, the not so young lady exceptionally laid on the special class station in a 2-bed rooms, because there is a bed free.

well that ends well? Not at all (and nephew).

early the next day after breakfast, during rounds, she finds that her new bed do not like and begin again to cry because the next bed, which has become vacant that morning, so so much better and better ... And this bed she wants now.

My colleague and I asked ourselves whether it will try all the beds in the ward?

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sense Exempted calls ...

Some days, is definitely the worm inside ...
And there are days when one has already been an hour good times just like the telephone to carry out the window. Or where you either want to lock on the toilet until you can go home again. Why?
Because the days are drifting where for example, those calls:

• A woman tells off her surgery appointment, after having x-times called, because she has such pain, was then in the ambulance, was the basis of their findings preferred, so that they no longer have to wait. Reason for the cancellation: You did not like the recent investigation into the ambulance, so she prefers to another hospital and waits nine months for their surgery.
• another woman cancels their date for surgery, she has promised the day before.
  Reason: The letter in which the appointment is not like her because he is so impersonal, like a mail box.
  (We operate nearly 3,000 people a year, if we had to write because for each patient a personal letter, we would not do anything else, so we have a template to use in which only the name and date can be changed)
• A letter from an outraged patient arrives, in which he complains that to his advantage no one else has been canceled because he had so much more pain than all others - and the reduction of the waiting period of 8 months to 12 weeks ( to just the next available bed was free) was it too little, so he now distances himself from our house and goes somewhere else prefer (please, man's will is his kingdom).
• A man insists that he has phoned me when he wanted to have planned his urologic surgery. Only, I do not sit in the urological office, we have not here is a Urology, and I know the man can not (he was never with us) - the fact that he has spoken with another KH, he wipes away with the sentence: "I know probably when, I find, on the phone with whom!"

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One reason for concern?

El Chefe came one fine day, stormed into the office around noon.
very proud he reported that his first surgery went well and therefore would have done.
My colleague and I told him to nod sympathetically. A bissl Bauchpinselei must be sometimes. He is now making rounds.
good too ...
After 30 minutes he is back, and highly satisfied me, and the world.
Two minutes later he jumps in a square. His key is gone. Car keys, house keys - in short, the entire federal government.

rattles his brain. In a panic, he calls on the station. Somewhere in the Mist thing must indeed be the end. And he has one for lying down carelessly somewhere. (We know him)
Hectic Search on the station. Negative.
El Chefe sinks - theatrical, close to fainting - in a chair. Very small it is sudden.
My colleague and I have the same idea.

Could the key is not to be in the operating room (or in the locker room as the locker)?

El Chefe looks at us from big eyes.

"I was already in operation?"

What they say as the best?

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members can also kill one last nerve ...

Some people I would like to forbid to interfere in the affairs of their loved ones ... because often it is the children / spouse / Urstrumpfnichten and nephews who drive me crazy.

would be: Example, the family X.
Mrs X was with us and have registered for an OP. She was informed of the waiting time and has taken note. Eventually, the daughter called and complained that Mrs. X still has no date, and that this would be an insult, but because they had such bad pain. Because
us a date has failed, we have called Mrs. X then - and what it says?
"But the doctor has told you the wait is so long and so -.! I have set out and divided my work so go past it for me not now"
She has not even known something of the call from her daughter.

Well, we have the deadline given to another. And now the time of Mrs X has come. We have sent you a few weeks ago the letter with their appointment. And it all points has "worked" in it. It has confirmed the appointment with us. She can do the preparatory research, culled all their findings and was then (super time, even though she lives pretty far away) appeared for the preparation appointment with us in the house. She had her conversation with the doctors, got the surgery said, could ask questions. All great.
And then there was her admission - actually would have them come at 9:00 for recording. At 10:30

fell on me that they are not in hospital is published. By telephone, she was unreachable because it has given only a fixed number to the logs now only a fax.
Maybe they even agreed with the doctor that she has to come first for lunch, perhaps because of the great distance and the train? I wonder sometimes check with their doctor. But he is surprised. No, the meeting proceeded without any special requests or inquiries.

Since it has no cell phone, we can only wait - stupid, because if she does not come we have a surgical space unused and empty bed, what to do? Wait and risk it, or someone else called and acute stress? We
wait - the surgical program is already large enough.

By almost 13 o'clock suddenly standing there the whole family. Mrs X, together with his son and daughter. Mrs X has to shut up, the son doing the talking. And how. Loud, rude and demanding.

He wants immediately is the primary, to speak to him because there are still unanswered questions about surgery. El Chefe is in the operating room, and it will still take a while. The OP of Mrs. X is still planned for the following day, perhaps the doctor can answer all questions which the recording?
No, the man can take his mother, until he has spoken to a doctor. If the boss is not willing to take time for the patient, then kindly get to the doctor of the preparation made.
(What's wants to take no time boss is in the OR and works for the patient
...?) Well, the doctor is required only on the way to the operating room - which I achieved and I ask him for help, he promises to be in a few minutes with the family. He must umschleusen, as he was in the OR.

I tell the family that the doctor will be in a few minutes with them. Since bleats Sohnemann X release. Why not for a few minutes. And that is indecent. Since I was the last straw.
I explain to him that it is indecent that the family shows up here NOW and not at 9:00 as he letter is and how to prepare was discussed, and that it is a nerve, as occurs here, where his mother is already confirmed everything and has very well informed.
And what is his answer? Right!
is nothing in our letter from 9:00 clock!
After I had offered him happy again print the letter for him, he reaches into his pocket and carried the letter to her mother for days and lo and behold ... it says 9:00.
They have not seen - but that's no matter anyway, after the surgery is tomorrow.
The prescribed procedures are to him but anyway ... But

well. The doctor then and answered all questions with the patience of the son and his wife. Mrs. X even very small and sits quietly in a corner and I'm sorry - you can see her how embarrassing it is this presence.
15 minutes later are apparently resolved all issues. I ask the family is now going into the recording, and then to the station, one is waiting for Mrs. X.
The answer: Well, first let's go drink coffee!
I thought I did not hear correctly.

But well, I call on the station, let you know that it will take a few minutes ... all good.

I thought ...
30 minutes later Sohnemann X stands alone in my office swung applied the Einerständniserklärung his mother around in front of me.

The doctor had made a mistake and has something wrong, I checked this now is to change immediately.
I change anything because, I am of no doctor.

Fortunately, just my favorite senior physician at my office. She explains determined and a little gruff (she has also been noticed anything) that I can not do that and want to know now where the problem lies. She grabs the form on which everything is filled out correctly.
want with a winning grin Sohnemann X - tell the doctor that is planned with his mother a very different operation, because he knows there, yes - his character builder.

My Medical Director now turns to the right. They bombarded him with counter-questions, all go on one thing. Mrs X has signed up for this and that surgery and was cleared to go there, just standing on the form, where is the problem now.
After 2 minutes Sohnemann X still.
And the senior physician told him again if he does not now deliver the form on the station, so it with documents related to his mother, we will cancel the surgery tomorrow.

She offers him a copy of it but if he wants a ...
And what is his statement?

One must be careful that the bungling in white make everything right. And in other hospitals it has rejected his mother.
me wonder not if who has performed everywhere so and torpedoed the inclusion of his mother's self ...

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If I could, as I wanted ...

would ... some people lose their appointments simply because of spiritual emptiness.

But if I can not - and because of her I can only the frustration of those people write from the soul.

Some people are really imaginative when it comes to inventing excuses. Only I wonder most about the meaning.

You register so usually not an operation, if they do not really need - is not just a trip. All the more I am amazed by what reasons some people their schedules at short notice (or in the longer term to cancel). Especially when I think then that these are 90% of those people who do this not once but again and again ... Here are my personal hit list

of excuses, which I believe should lead to never again get an appointment (which of course is not so).

* I can not because I have to get my winter clothes (or either summer clothes) from the cellar. (And this will not happen on the day prior to admission to the hospital).
* No, because it is bad - namely because I want to go looking for mushrooms. (If I have such great pain that I go no more, Krauch I were not around in the forest, does it?)
* Oh, that's unfortunately not at the time I booked a holiday. (You will be informed at registration on the waiting time to book exactly why at the end of this time a vacation?)
* This is not just - my child / partner / the Urstrumpftante ill. (This can happen, but every time we offer?)
* A dear relative has died. (tragic, sad - but again, the question proposed at each visit and then turned to me recently, the question of how often you actually die - since a patient has canceled a total of 5 times for an appointment with the information that their mother is now deceased)

And now, excuse my absolute favorite things in:

* I have not received the letter, which was the date. (And where did the people then the exact phone number here, to cancel? Why did not the letter by mail back to us?)

anxiety prior to surgery to have is legitimate. The desire to create but not to the knife. But then you should also please be open, and formulate the same way. We're actually not in front of the hospital and pull into the people we want to operate it. Actually, yes, people log on automatically ...

is also very great, the statement some people use when they come too late for inclusion, or simply do not come to the necessary preparation time. "In my letter which was not." Or "At another time I was there."

I will not tell you, but think the people that I'm stupid? I know the letters we send in and out - which is because we use a Stadardbrief because otherwise we would be busy all day so only those letters to write. And also I can print out each letter as often or PC Watch - and that's what I do before I begin to call someone afterwards. I said the letter before me on the screen!
But that does not impress people - is something else in her letter. Point.
And we must then come up with solutions ...

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must lie on the weather ...

Can someone please provide with a conclusive answer to this question?

book Why People vultures, waiting for a surgery appointment and were informed about the wait, right at the end of the expected waiting time a holiday?

what happened today in estimated (rule of thumb), 10 cases since 7:00. Every 2nd
Telephone call is now in the same direction.
Can not move the date? Sun at a couple of days or 2 weeks?

No, it's not - we are a hospital plan, which means we all appointments are planning on about 3-4 months in advance, hence the wait.
Well, the date is subcontracted quickly, there's a long list to fill in for such cases.

But I understand the thinking behind the patient just does not.

When I go to a hospital and they tell me that I should have surgery and that the withdrawal period from today, about 4 months, I'm still not on the way home in a travel agent and book a time just in 4 months a holiday ... * Gna *

head -> table ... THE
must simply lie on the weather ...

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The sense of an acute list ...

... most people seem somehow to be not quite clear ...

I work in a small hospital.
Unlike the large houses (ala AKH), we are not an acute care hospital. This is what we call there is no quota of free beds, which is always available when someone needs to be met / will.
We are purely a plan hospital. This means we plan our shots in up to 2 months in advance.

Nevertheless, there with us the possibility that the waiting time is shorter than normal to OP.
Namely, if one is very time-flexible.

It always comes again (much more often than you want to believe - especially now in summer) that people cancel their appointment - usually relatively short. Either a really compelling reason (summer flu, etc), or more often, because they still prefer to go on holiday.

why we make a list of acute or Einspringerliste. This list can be set every patient who is waiting for an operation and meets the following criteria: It must

• apart from his OP-worthy issue to be healthy
• taking blood-thinning medication he may not - or must state that for better planning .
• He must be able, at any time after a call from us to let fall almost everything to get to the hospital.
• 9:00 to 4:00 p.m. There must be reachable clock.

well, it's true - this list is taken and often like to claim, as the normal waiting time is quite long. You have to remember so that we are a very small house with limited beds and operating rooms.
If I then, however, try to call the people on this list because my people are acutely and failed to reach even loose half not, because various cell phones are turned off, or no one is home ... I am ever angry.
mie If the other half - I have achieved - but then said in unison that now does not work, because they just lie on the beach and enjoy their vacation ... I am inclined to delete all of these people to that list.

And quite over it is when you told me that you are mentally not yet adjusted to this intervention.
then we should not have placed on this list ...

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phone etiquette for beginners

One would think so in 2010 that anyone has actually used but everyone at least once in his life, a telephone, and therefore know how such a standard phone call is going on.
with standard telephone calls, I mean those that you just engaging in his life, if one wants to obtain information, cinema tickets reservation, travel books - in short, every phone call, I do not lead to family members or friends.

But far from it. With many phone calls I can grab me on the head ... just in so now the little phone etiquette for beginners, compiled and carefully formulated by the Teilzeitoptimistin himself.

• Listen to your (invisible) compared with the attention to. And not only in the course of the conversation, but from the beginning. As a rule, reported the opposite namely, name and department - already you can hear attentively, you save the little thoughtful question whether you are now in the right department
• Have your (invisible) counterpart. . Finish Nothing is more annoying than when you try to just answer a question, and is constantly interrupted
• Speak slowly and clearly -. Believe me, that makes the phone call for you and for me
• betrayed. you their (invisible) but compared to your name - especially if you want to confirm a date, which facilitates the matter extremely
• questions are not on their birth normally to Argern to you, or to discriminate .... but to facilitate their (invisible) compared with finding yourself in the PC / in the register.
• Am - seen by you from - other End of the phone, it is their (invisible) to suffering absolutely impossible to perceive head shake or a nod.
• And ... that's so inconvenient, even papers that lay before you on the table, can not see the likes of us.
• you will really need to talk with us. Preferably in complete sentences, and reading must prove ourselves, what is in the letter that lies ahead.
• Consider please forward your call, ask what they want to say really.

Oh yes. .. and perhaps most importantly:

• Stay friendly - even if something gone according to your satisfaction. The cooperation joy of every human being necessarily decreases when one is insulted - and in most cases it has to have a hotline or someone in an office on the line, the real power of decision Wear your concerns before, is where you explain your problem. or what you want, and give your the opportunity to explain to you compared to what can be done at this point for you.

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Love Doctors ...

... one request: If you

findings / medical reports / surgical reports or other documents dictated, then consider the following:

• To write a dictation needs the typist / secretary in about 2-3 times as long as it for dictation. At best (and only occurs very rarely). If it annoys you - a 15-minute report on a patient who asks you the next time as it pleases us well for nearly an hour with this one document to be employing.
• increases the processing time a document is proportional to the tenacity with which it pushes for the finish. This does not happen (always) out of pure malice. No, this has to do with the fact that we write typists / secretaries, not around the dictation, can justify us AND the phone. Each call means an interruption in the writing - very simple.
• And no, it motivates us not also, if it becomes irritated and snaps into the phone that you need the results immediately.
• We can not write faster, and faster finding the finish, just because you speak faster.

A few things you could possibly change / should, if it was also specifically noted to the dictates ....

• I quite understand that one has after a nearly 3-hour surgery hunger and thirst - and I truly do. But dictated eating and drinking while a diagnosis ... bah! As a child, Mama told me that with full Mouth does not speak - I am sure that even your moms have passed on this wisdom. Please stick to it. It is not just that it is extremely disgusting, when you can listen to how the food is crushed in your mouth and then takes up the path to the stomach ... no, it is true that one you just do not understand when you talk with your mouth full. ("After that procedure in the * * Schmatzkauschluck, it is the muscle * munch munch * and * * SabberSabber tendon ...) So this is not possible.
• I also understand that it is tiring to stand for hours in the OR, or do in ambulance service, really -. but a hearty yawn, without interrupting the dictation ...
• movement is healthy - I've been told. But if you the voice recorder on the table sets, press Record and then goes for a walk around the room, while her dictated a finding ... This is tedious. Either you then roars in my ear, because you happened to be placed immediately next to the table, or I hear your voice as a barely perceptible whisper, this will be forgotten in the bustle of the neighborhood almost.
• not helpful it is when you knock as you dictate with a pen on the desk, or your fingernails to the grooves of the Dictaphone entlangtschabt, noisy X-rays anseht, etc, ... these are all sounds that almost be heard louder in the end deadly accuracy, as your voice.
• From a certain speed blurred words and sentences to an obscure, soporific jargon ...
• punctuation and the associated changes in pitch make sense. Even more so when one considers that we - we write the results - no years of study behind us and have to therefore have no idea how it looks in fact the human body, without commas or periods (so if we ourselves a form need to think) win sets often have a very different meaning ...

In this sense: When
next finding / referral letter Ambulance findings please just a little time to consider what information is really necessary (I think it mentioned until now pointless, that the 85-year-old woman XYZ at the age of 2 years had measles, or that it is pensioner, the is not active in sports), eating and drinking before the beginning of the dictation speak slowly and clearly - so you can easily enjoy a typist / secretary.
And along the way: If you doctors
this really simple points would sometimes take into account, then you would have less correct, because we would be less misunderstanding.