In article <[log in to unmask]>, Robert Pearson
<[log in to unmask]> writes

At the risk of geeting flamed for compare the GP Patient GP Supplier
relationship but I can resit it

>Just a few notes on the thread ....
>..... specifically about heartsink Patients
>..... and related Read Codes
>
>
>Heartsink patients
>
>Heartsink patients cause doctors anxiety and
>stress.   They account for 11% of average GP
>workload.   Most GP's have 20 - 30 patients on
>their individual lists that they would label as
>heartsink.  Heartsink patients are not always
>frequent attenders


>
>"Irritating" patients  :
"Challanging Customers"
>- take up as much time as possible in the surgery
Hog the helpdesk
>- produce legions of nebulous complaints all at once
Produce legions of nebulous complaints all at once
>- undress as slowly as possible
Take ages to find where they wrote down the root password
>- want treatment for multitudinous children and relatives (without notes)
Want support for multitudionous bits of computer and related kit
(without support contract)
>- demand inappropriate certificates
What letter to HA saying links only works on a pentium pro 200
>- do everything they possibly can to avoid leaving the consultation room
do everything they possible can to aoid our engineer leaving the
consulting room
>- describe every treatment you give to them as  'no good'
describe every peice of software you supply to them as 'no good'
>- assume that you are clairvoyant in respect of there hospital case
assume that you are clairvoyant in respect of what the senior partner
has done to there system.
>
>  records & investigations
>- assume that you are clairvoyant in respect of other partners advice
>  and treatment
assume that you are claivoyant in respect of other colleagues advice and
actions
>- repeat the same life stories incessantly
repaet the same life stories incessantly
>- think they are less well served than others in life
think they are less well served than others in life
>- ask for inappropriate therapies
ask for inappropriate software changes
>- have children who run riot in the surgery
>- with no hint of parental control
have staff or colleagues who behave if they never had any parental
control
>- throw "the useless" medications across the
>- consulting desk
throw "the useless" upgrads across the consulting desk
>- casually swear during conversation
swear (but never casually) to the switchboard operator
>- smell
smell
>- demand treatment triggered by a TV advert
demand technology they just seen on tomorrows World /Newsround /Blue
Peter
>- demand their "rights be fulfilled" before telling you the problem
demand their "rights be fufilled" before telling us the problem
>- are over-familiar
Not a problem. We don't mind customers being as familiar as they like
>- lie
lie
>- are happy to talk incessantly ,  but not listen
>  to a word you have to say
are happy to talk incessantly,but not listen to a word you have to say
>- know you can't help but .................
know we can't help but................

Snip
>
Hand on heart we had all the above, but like most of your patients most
of our customers are nice reasonable people to.
Ewan Davis
[log in to unmask] - Bromsgrove, UK

Managing Director AAH Meditel Ltd - Supplier of EMR Systems.
[log in to unmask] Voice +44 (0)1527 579414 Fax +44 (0)1527
837287


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