Rita Ganong Reflection
Today I recorded a video with Rita Ganong as she described her interactions with a healthcare provider and what proved to be challenging for her. She was referred by a friend to a Physician for a consultation for a procedure she was scheduled for in the near future. She set up her appointed and was advised to arrive 15 minutes early. Upon her arrival to the Physician’s office, she went to open the door and the door was locked. She rang the bell and waited 15 minutes. She realized after waiting over a period of time, the office was closed. She was completed frustrated after rearranging her schedule and leaving work early with the expectation of having her consultation.
She went home, called the office, and left a voice message. To gain a
better understanding of the situation, I asked her did the office ever call her back. She replied yes. She received three calls from the office apologizing. The office explained there was an emergency and could they reschedule her appoint at her convenience. I asked her did she think she would use them due to the mishap going forward on in the future. She replied she was on the fence and just wasn’t sure if she wanted to reschedule her appointment. I asked her would she be going to another Physician. She replied yes. She decided to do some research on her own and found some really good Physician’s that were local in her area. After speaking with Rita, I really felt empathetic toward her experience with the Healthcare Provider. I provided eye contact and physical gestures which made Rita feel at ease and open to express how she truly felt. My thought process behind asking Rita follow-up questions was to get a better understanding of her experience and to determine the outcome. I feel the questions I asked were effective because I was able to find out how she was able to resolve the challenges she was faced with and the overall outcome. I reflect on this video, I have gained better listening skills by determining a more proven way that not is only effect with a one on one but as well with a group.
She went home, called the office, and left a voice message. To gain a
better understanding of the situation, I asked her did the office ever call her back. She replied yes. She received three calls from the office apologizing. The office explained there was an emergency and could they reschedule her appoint at her convenience. I asked her did she think she would use them due to the mishap going forward on in the future. She replied she was on the fence and just wasn’t sure if she wanted to reschedule her appointment. I asked her would she be going to another Physician. She replied yes. She decided to do some research on her own and found some really good Physician’s that were local in her area. After speaking with Rita, I really felt empathetic toward her experience with the Healthcare Provider. I provided eye contact and physical gestures which made Rita feel at ease and open to express how she truly felt. My thought process behind asking Rita follow-up questions was to get a better understanding of her experience and to determine the outcome. I feel the questions I asked were effective because I was able to find out how she was able to resolve the challenges she was faced with and the overall outcome. I reflect on this video, I have gained better listening skills by determining a more proven way that not is only effect with a one on one but as well with a group.