Patient experience (haircut)
Recently I had a haircut that made me reflect on the patient experience in our surgeries. The haircut was provided by a grumpy old chinese man who seemed to pride himself on getting the customer in and out as fast as possible. I think to him, fast meant good. The haircut was very rushed, minimal communication, he was throwing down the scissors and clipper inserts and his movements were very fast and forceful. He would turn and tip my head forcefully, went out for a smoke between customers and the force felt from the clippers themselves was quite a bit. Contrast that to he younger, female hairdresser that was working in the adjacent chair, she moved slowly and purposefully, stopping to appraise the work and reassess the next steps. It may well be that she was less experienced which is why she took longer, but from a customer experience perspective most people would prefer her service. As we increase in experience, our movements becomes more unconscious and if we add a busy day on t...