A new front desk during Corona (Part 20)

A message from Dr. Ziv Simon

 

 

April 11, 2020

 

Dear friend,

I hope you are doing well in lockdown. 

Don't you find that the family has already adjusted to the new normal? Kids are really well behaved, getting along and everybody accepted the fact that we just stay home.

It's good and sad at the same time. 

I anticipate a mind breakdown when it's over. Both adults and kids will need to adapt to yet again a new reality.

We'll have to face the world. Other people, interactions, sports, school, commitments etc.

Naturally we just can't wait for the current situation to be over but going back to normal will take again an adaptation process.

I see us wearing masks for a very long time after it's over. My wife started preparing the kids:

When we are ready to go back, we'll start preparing to be social creatures again and enjoy all the great things the world has to offer.

Let's continue preparing our new protocols.

In the previous 2 emails I reviewed the PAC (Patient appointment coordination) and the check in process.

I'd like to still stay at the front desk because it'll require a lot of changes. 

Here are some questions that come to mind:

• What will the front desk wear in terms of PPE?
• How will they communicate?
• How will they charge and schedule?
• How will we protect them?
• How will they receive and the send mail?

The front desk is just like it sounds. The front.

It's the first and last point of contact with the outside world. The front greets our patients, checks them in, smiles, explains, is kind, schedules, charges and waves goodbye.

The front desk is our face.

The number one source of compliments and complaints seems to be related to the front desk. It leaves a tremendous impact on patients. Hence, we always worked hard to have well-trained front desk employees.

Now we're facing some challenges.

Patients may be apprehensive to come in.

They will face new protocols, new forms and procedures. It's up to the front desk employees to keep a smiling face and walk our patients through what is new.

Well, it's going to be hard to smile through a mask.

Let's start with the first point

Front desk attire:

1. N-95 mask

I would make this a requirement until further notice. 

Yes. I know there is only one point in that list. The rest will be optional  and based on the CDC guidelines. The employee can have the option to be in full protective gear but I don't see this as being practical. A full on space suit for 8 hours can be a nightmare and probably not needed.

A plastic protector similar to what we now see in banks is a good option. Eye protection that don't look intimidating as well (there are some nice ones out there).

We'll eliminate contact: Pens, credit cards, keys to the restroom.

I need to explore the restroom key situation. It's either a code lock or keeping the restroom door unlocked. It'll be up to the landlord to decide.

I want us all to think about the small little details because they will come about. I want you to be prepared.

Signing forms electronically: That would work but we'll need a tablet which again is source for contamination.

At this point, the best approach to figure all these things out is to think like an OCD germaphobe (and I'm not one). 

It'll help you create systems to minimize contamination but also be part of your PR campaign when you open which is not less important. You want to exceed the current standards.

I will have a meeting with my front desk team to discuss the attire. We will come out with a new communication scripts for all the different "touch points" with patients (on the phone and verbally). I'll share all of those with you.

Charging patients

A credit card on file is a good option. You may be concerned that patients will object or not feel comfortable with this solution. Perhaps, but we will move away from the "physical" and transition into the "virtual".

Money is virtual anyhow. It exists only in our collective imagination (Please ready The Creature from Jekyll Island: A Second Look at the Federal Reserve by Edward Griffin. Monster book but well worth it).

Receiving and sending mail/packages

We must assume that some of it is contaminated.  What are the chances to contract COVID-19? I don't know but it is possible.

For our peace of mind we'll need to create protocols to prevent cross contamination when the mail arrives. 

I'm personally planning to have "clean" and "dirty" bins for the mail.  The process of disinfection is TBD. We'll figure that one out and when I do, you'll be the first to know.

Yes. You won't get to open your favorite junk mail right away. 

In case you feel overwhelmed by some of my emails and the things we must do, I totally get it. It is overwhelming for me too.

Do it one thing at the time. 

I send you 5 emails a week and "Dentist Vs. Corona" is in the subject line. You can always come back to them later. 

Per request, I'm also going to centralize them on one page for quick reference and also include the different Corona broadcasts we had so far.

What's important now is stay calm.

Things are starting to brighten up.

There is an end to this. The curve is flattening and our scientists and doctors are working tirelessly on finding a cure and a vaccine. We are also getting to know the enemy and know to outsmart it using technology.

So keep smiling under your mask.

I fully believe in your ability to overcome this. This thing is beatable.

Cliches aside; this challenge is making you stronger and better. 

Don't waste this crisis. Use it to grow and enhance yourself. You are not the same person you were 4 weeks ago.

You are a better version of yourself. 

Stay strong!

Ziv.

PS

On another topic. Congrats to the many who joined our new course "Masters of Soft Tissue online". We are starting the training on April 20, 2020. We'll repeat the broadcast on soft tissue surgery again next week. Registration is still open at www.Surgicalmastercourse.com