Don’t you hate it when your doctor’s late? I do. Well, okay, I don’t hate it. I understand that it happens… but it makes it very tough to plan the rest of your day around your appointment.
Welcome to my world. Me, a newly licensed MD, and what have I done? Two days into practice and I’ve already joined the dark side. Both days, I was running over an hour late. And that was after skipping lunch and bathroom breaks. Basically, I went straight from 9am to 7pm, room to room, no stops. Then I was doing charts and paperwork until 11pm. Who knew there was so much paperwork involved in family medicine! No wonder family physicians burn out.
I know what you’re thinking… "You’re a new grad! Of course you’re slow!"
Yes, I’m new at this and yes, I have to work on seeing patients faster. Also, I’m working at an office where I don’t know any of the patients. But… well-established and experienced doctors also routinely run behind – so it’s not just me. I’m an aggravating factor but am not the sole cause.
Why does this happen?
Sometimes, it’s because 15 minutes just isn’t enough. Each appointment is generally booked for 10-15 minutes but if someone comes in with a page long list of problems, that may not be enough time. Or, sometimes, you see one person’s name on the schedule but when you enter the room, the whole family is there and they all have problems that need to be discussed. Other times, you’ve timed the visit perfectly but it turns out that there’s yet another problem that the patient reveals just as you are ready to leave the room: the “door-handle” problem (because your hand is already on the door handle). You’re supposed to check for these at the beginning of the visit but some of them still manage to elude discovery. And of course, there’s the visit in which someone comes in and breaks down into tears… that’s when you know 10 minutes will definitely not be enough.
So as you can see, running a timely schedule is not so easy. Patient education can take care of some of that – "one appointment per person", "come back next week to discuss the rest of the problems", "tell the receptionist that you need a longer visit", etc… but even with that, I have not yet mentioned the two biggest enemies to an orderly office: the fit-ins and the drop-ins.
Fit-ins are people who call the same day for an urgent appointment. Drop-ins are the people who don’t call first and just walk in the door. The receptionist says, we don’t have time to see you, and they say, well, I’ll wait here until you do! These people need to be seen, so they get crammed into the schedule. On a really bad day, you start with four people booked, two people are fit-in, another two show-up, and before you know it, you’re at 8 people per hour… and naturally, you start to run late.
Solution?
Book fewer patients per hour and leave empty slots in the schedule for fit-ins and drop-ins. The problem then is that all the other appointments get pushed further and further back, making the earliest you can get in to see your family doctor for a non-urgent appointment 2-3 weeks from now. That’s what they call a "full practice", i.e. a practice that is no longer accepting new patients. Most practices are full. No wonder nobody has a family doctor any more these days.
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Addendum ~ Day 3 report:
Today I ran relatively on time and was out of the office by 7pm! A good improvement. Quite miraculous actually! The key was (as predicted), leaving empty slots in the schedule.
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More information ~
Incidentally, I heard a CBC program on this very topic (long wait times) on Sunday. It’s called White Coat/Black Art.
http://www.cbc.ca/programguide/program/index.jsp?program=White+Coat%2C+Black+Art
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Statistics Canada 2004:
A total of 14% of Canadians, or 3.6 million people, are without an FP. Of that number, 1.2 million have searched unsuccessfully for an FP. "It’s a significant number," said Marc Hamel, a senior analyst at Statistics Canada and the survey’s chief. The other 2.4 million Canadians have not been looking.
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