We all have them and often take for granted “authentic connections”. Define them as you will, but they are people who really connect with us and make us feel good about ourselves. It is like they present you with a bouquet of flowers in their welcome and concern about you. I heard the story of a person coming out of a group where they were surrounded with many doctors and other professional people. When the question was asked about who made the best impression, the patient responded that it was the “housekeeper!” Well you can imagine the look on the person asking the question. It was one of awe and surprise. It turns out that the housekeeper was the only person who was really listening and showing empathy.
The story made me think back to so many classes I have taken. Often the people running the show doesn’t know what it is like to be the student. Once a professor I had turned over our whole class to an Intern, because he didn’t feel well. We went the whole semester with the Intern facilitating the class. I found it upsetting and so did the other students. The Intern did well, but it was not the quality of teaching we paid for or the caliber of content we needed. I did approach the Professor about it when he was assigned to be an Advisor for me. He was totally unaware of what his actions had done to the students and was most apologetic. He just assumed it was okay and the intern was getting experience, but the class needed him present. It was one of the few times I have been so bold as to confront someone about behavior, but I think it helped those who followed in my footsteps. At least, I hope it helped!
The same thing happens with being a new patient as one is shoved a bunch of papers to answer without even a welcome. Bigger institutions are not the only guilty ones. On several occasions it was the clerk at the grocery store or another person sitting in the waiting room that is the most help. They are kind and become the instant mentor.
I have learned to start a conversation in a doctors waiting room. I learned once that the doctor was running late, because he took a staff member for help who fell outside her home and was alone. I had more respect for him knowing that he really cared about others. In another situation, I learned the doctor would always follow up on tests himself and call his patients with the results. That made me feel confident in his approach to caring for his patients.
There is a somewhat large local company who spends a great deal of time in picking their receptionists. As soon as, I heard that, my opinion of the business went up. On many occasions I have left doing business with a doctor, business, or retail store because the employees lacked kindness or empathy. It was too bad that the owner did not realize that his reputation was being ruined by the people he hired. Recently I called a doctors office to get information and the office nurse was downright rude. After I told her I was calling on behalf of a depressed patient about insurance papers, she finally became a bit more helpful, but it was too late. I will not recommend the doctor to anyone and I have not even met the person, but I met the staff he lets handle things.
Being authentic means listening, caring, and going out of your way to be inclusive. It means being kind and having honest connections with others on a daily basis. Have a Blessed day and wonderful week.