The other day, I accompanied my loved one to another medical appointment. As I sat in the waiting room of the radiology building, I had a front row seat to the work that one of the four medical receptionists was doing and the positive ripples it made.
Right from the start, when you sensed new visitors entering the building, you’d look over your shoulder and welcome them in. You engaged with a smile on your face, a kind tone, and an attentive demeanor. If you were attending to something else, you’d ask them to wait. If you were available to assist, you’d call them over to your station.
Your kind tone and attentive energy continued in the interaction with the visitors in front of your station. At one point, a woman echoed this back to you, using your words. "You’re welcome," she delivered in song. Surprised, you laughed, and she returned to her seat, looking pleased at the exchange.
There was the gentleman you assisted with check-in. Going over his paperwork, you asked if he had been drinking the water required for his imaging exam. Somewhat tersely, somewhat annoyed, he replied, "I didn't know about that." Reassuringly, you told him not to worry. Exiting the room, you returned with a glass of water. Handing it over, you asked him to come back when it was finished, promising to provide a refill. He still looked less than thrilled, but there was a slight change in his energy. I attribute that to the care and understanding you showed him.
Then there was the woman with the pretty hijab-like scarf. She had no appointment but hoped to be seen about an ultrasound for her leg. You told her that, due to an earlier incident, all appointments scheduled for the day were delayed by about 45 minutes to an hour. But you took her paperwork, went over it, and said you’d check with someone in the back. You returned and confirmed that things were still running behind. Then you provided the names of three other imaging sites, encouraging her to call to check their availability. One of your co-workers had been listening in and wrote the contact information on a piece of paper. The lady left. Only to return about 30 minutes later. None of the other sites would be able to see her that day. Once again, you took her paperwork, this time calling her doctor’s office. But her physician was out of the office. So, you advised the woman to call the scheduling branch and request the next available appointment at the most convenient location. The smile on her face, coupled with the gratitude in her goodbye, spoke volumes.
Finally, I have to quote the older gentleman with the cane, who, after his visit, moved purposefully towards your station to say, "Thank you very much. You were very helpful and a very nice person." You smiled. He smiled. I smiled.
And he spoke the truth. You were very helpful and very nice.
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My loved one finished their appointment before I could finish the letter. Disappointed, I accepted the fact that I wouldn’t be able to give it to her. Before leaving the building, I had to use the restroom. It was located through a door leading to another part of the building. As I was finishing up, I heard the medical receptionist speaking to someone in the hallway. Quickly, I washed my hands, opened the door, and stopped her entry into another room. I told her everything. I told her about the unfinished letter. I told her about the silent bargain I had made. I told her how awesome she had been to so many people and how awesome it was to have observed her interactions. She thanked me, sharing that she understood how tough the process could get and wanted to help things go as smoothly as possible.
I’m so glad I was given the chance to let her know. It was really important to me. And, I like to think, the folks upstairs felt like she needed to know, too.