Tuesday, 5 May 2009

Brand strength

I had a doctor appointment this morning at 8:30.

I turned up at 8:25 and after using the patient self check-in via a mounted PC screen, I took a seat.

My doctor is wonderful and the surgery is very well run.  I don’t enjoy a visit to the doctor but because my doctor is so lovely and because the surgery is efficient, the process is not as awkward as it could be.

Whenever I’ve made appointments for myself or the children we’ve never had to wait more than five minutes past our appointment time.  How many people can say the same about their doctor?

At 8:40 I frowned.  8:30 is the first appointment of the day so I assumed that there must have been an emergency patient squeezed in ahead of me, especially as I had heard my doctor’s voice over the tannoy calling someone else’s name.

At 8:50 I started to think the surgery was squeezing in too many emergency patients and I became fidgety.

At 9:00 I wondered if I’d written down the wrong appointment time.  Maybe my appointment was 9:00.

At 9:10 I checked my diary and decided I couldn’t possibly have written down the wrong time.

At 9:15 I went to the reception and explained that I wasn’t used to waiting and I asked her to check my appointment time.

My appointment was 8:30.  It transpired that, for some reason, the patient check-in hadn’t worked.

My previous experience with the brand “My Doctor” was so strong that it took me 45 minutes to doubt the brand and, before doubting the brand, I doubted myself.

I think that’s amazing. 

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