The Executive Suite: Low-tech solutions to a high-frequency problem

Wednesday, August 28, 2024

Low-tech solutions to a high-frequency problem

I recently was a customer at Chick-fil-A and ordered a vanilla milkshake. I was given a cup holder and told that the drink would be delivered to my table. I looked at the cup, thinking there may be a computer chip in the bottom indicating the table to provide the drink, like what was provided at Fridays and Chilies with their electronic paging systems. (BTW, this electronic paging system has been successfully used in hospital emergency rooms, pharmacies, and hospital admission offices.) After scrutiny of the cup, I couldn't find anything indicating how the cup could locate the customer who ordered the drink. Within a few minutes, the drink was correctly delivered, and the cup was removed and returned to the counter. Do you have any idea how this was accomplished?

The Chick-fil-A solution was a brilliantly effective low-tech method: the cups were color-coded and matched the receipts, ensuring the correct drink was delivered to the right customer. This simple yet powerful concept can be easily applied to healthcare, boosting our confidence in the potential of low-tech solutions to improve our practices.

Nearly every day in practice, I have had several pharmaceutical representatives visit my office. I know there are a significant number of physicians who decide to be a "no-see" doctor. On the other hand, I find value in the representative's visit, which consists of more than the samples they leave behind. My approach is to make an informal "contract" with the representatives that I agree to see them on time. However, I request an email or written note indicating what they would like to discuss on their visit and how long they anticipate the visit will be. I review their note and let them know that I accept their request and provide them with a time that I am willing to see them. Now, how do I make sure they stick to the time allotted? I have a low-tech solution: an hourglass, which I start dripping sand when they sit down in my office. To date, there have been no negative comments about using the hourglass. I think this use of the hourglass subliminally lets the representative know they are "on the clock." Rarely has a representative exceeded the time allocated to their visit with this low-tech technique, which serves as a simple solution in keeping the representative focused on their message.

Bottom line: While high-tech solutions have their place, let's recognize the power of simple, low-tech solutions to enhance our communication, learning, and relationship with the pharmaceutical industry. I urge you to try this inexpensive hourglass. It's a small tool that can make a big difference in keeping the pharmaceutical representative on time and focused with their message. Let's foster a community of collaboration and innovation in improving our practices.