🩺 Adapting to a New Appointment System in a Chaotic Health Context
📍 Context of the Experience
In February of this year, I was working as a general physician in external consultation at an EPS in Colombia when the organization changed the appointment system. It went from fixed appointment hours to a new “managed schedule”, where several patients were grouped in the same time interval and a manager moved them depending on who arrived or who was missing.
Many patients were used to very exact appointment times, so they felt confused and angry with this change 😕😡. At the same time, the current health system in our country is full of contradictions, authorization problems and administrative barriers. Because of all this, many colleagues decided to resign, and some of them later returned, which created a feeling of instability and chaos in the workplace 😓.
🎯 Question 1: What was the result of the experience?
The result of this experience was stressful but also very meaningful. There were delays in the consultation, tense moments and frequent complaints from patients 😥. However, many of them started to see my human side, because I tried to listen to them and explain the situation in a calm and respectful way 🤝.
I sometimes joke that they are my “fan club”, because they look for me and prefer to be attended by me 🫶. Not all my coworkers liked these comparisons, but for me it was a sign that empathy, presence and real interest in the person still make a big difference in health care, even in a difficult and contradictory system 💖.
🔄 Question 2: How did your flexibility and adaptability help you to deal with the situation?
My flexibility and adaptability helped me to deal with the situation in several ways. I learned to reorganize my consultation time and to accept that some days would be more chaotic than others 🌀. I tried to stay focused on the patient instead of getting trapped only in the computer or in the pressure of the schedule 👩⚕️💻.
I also used simple and honest language to explain the reasons for delays and changes, so patients could feel informed and respected 🙏.
Recently, the organization decided that the contingency system will only be used when the main software is down, and that the most chaotic and complex orders will be managed by family physicians. This decision has brought a little more balance and peace to our daily work, both for the staff and for the patients ⚖️🕊️.
💭 Question 3: Would you change anything in order to deal in a better way with it?
Yes, I would change some aspects to deal with this situation in a better way. First, I would ask for clearer and earlier communication with patients before implementing new models of care, so they can understand what is happening and why 📢.
Second, I would suggest more training for the staff about contingency processes and backup systems, in order to reduce stress when the software fails 📚🧠.
Finally, I would like to see stronger support from the health system to reduce contradictions and administrative barriers that affect both patients and professionals 🏥.
Even though the experience has been chaotic at times, it has helped me grow as a professional and as a person, teaching me that change is constant and that a compassionate attitude can transform a stressful environment into an opportunity for growth 🌱✨.
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