Tag Archives: empathy

Have you been there?

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At my job, I wear a lot of hats: greeter, registrar, scheduler, helper, problem solver, team worker, paper shuffler and more. One of the things we do a lot at the front desk of our busy medical office is direct people. Depending on which doctor they are seeing, we direct them to the waiting area they need. We direct people walking in from outside to other offices in the same building. We do that a LOT and I wish we could get a dollar for every time we’ve told someone how to get to Midwest Urology!

It gets hectic sometimes in the hubbub and so once in a while, we get mixed up and accidentally send a patient to the wrong area, then have to run and get them and take them to the right place.

I’ve walked that office a thousand times and it’s all very familiar now. After telling people these things over and over for years I’ve gotten in a routine of what I say to describe how to get to where they need to go.

We had a new worker up front one time who was struggling with giving directions. Continue reading →

Where does it hurt?

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My Grandma told me once about a time when my Uncle Pete was just a toddler, a time when he wouldn’t stop crying and fussing. She fed him, had already changed him, tried to comfort him, then put him to bed. He kept wailing and fussing. She even gave him a little spank because she thought he was being obstinate about going to bed. His cries persisted, his little cheeks all wet with tears. She decided to check his diaper again and maybe even give him a bath to calm him down. As she undressed him, she found that one little toe had gotten all bent up caught in the elastic of his footie pajamas and was all red. She confessed, almost teary-eyed, that she felt awful being upset with him when the whole time he was crying because his little toe was hurting and he didn’t know how to make it feel better.

As adults, we may not always cry, but there are times we get irritable, Continue reading →