I had a minor surgery yesterday, removal of a basal cell cyst. The surgeon was young, (of course, almost everyone is young once you hit the 70’s!) and different than the dermatologist that diagnosed the need for surgery, so it was the first time I met her. Her credentials were strong, I checked.
Once the nurse prepped me for surgery, the surgeon came into the room, cheerfully asking “Are you ready for this, Roger?” I thought for a minute, and responded, “I’m not sure if you can be ready for this, [Mary]!” She immediately corrected me, saying “It is DOCTOR [Smith].” (Of course, I’ve changed the name, but you get the point.)
For some reason, there is an assumption that the doctor can be on a first name basis with the patient, yet the patient must respect the professional status of the doctor by using the honorific. That seems a bit “one-way” to me. Personally, I like to be on a first name basis with all of my providers. What they are doing is pretty intimate stuff, and it is good to have that kind of relationship. But I also recognize the need for a level of professionalism, and respect any professional asking for that respect.
My response was pretty direct, even though she was about to carve a hole in my face the size of a nickel. I said to her, “If you are Dr. Smith, then I am either Mr. Gerard, or Dr. Gerard. Either works. We can move forward on that basis.” She agreed, and then did a great job with the surgery.
I would urge professionals like Dr. Smith to lead with friendliness, over title. It will go a long way toward establishing confidence and trust. We can be on a first-name basis, but it should be two-way. Maybe this needs to be addressed in medical training.
#leadership #customerservice #relationships #professionalism #respect