“Your check-in time is 7:49,” the receptionist told me as I arrived for an eight o’clock doctor visit. “Thank you”, I responded. As I was on my way to sit down, I thought what a subtle way to inform people if they are on time for their appointment or not.

We have become a society for being increasingly late. And excuses come out of our mouth like our usual cup of morning coffee. And we think rationalizing thoughts of, “they’ll just figure it out and fit me in” or “I always wait for them.”

I came back a second time and was greeted with the same response. The reception told me about my check-in time. And then I thought this was more then just a way to let people know if they are on time, this is a structure of accountability.

Structure of Accountability = something that is put in place to raise awareness of behavior

I believe that when they started telling people about their check-in time, they saw an increase in more patients being on time.

When the reception first told me about my check-in time at 7:49, I thought, I’m glad I’m on time. When I went back a second time, and they repeated the process, they were reminding me that being on time was important to them and they were keeping track.

The visit was great, the physician and staff were friendly but what I’ll be thinking about the next time I go back is
“Allow enough time, so I can continue to be on time. If it’s important to them, it’s important to me.”

What is one structure of accountability you could create in your office to drive successful behaviors?

by Eric Papp

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