Professionalism is key to medical care

Regarding Dr. Tina Lin’s recent “Diverse Valley patients need diversity in doctors” op-ed (March 30). This senior prefers medical providers not immersed in an environment of “culturally competent care.” I do not choose medical providers because of culture/ethnicity.

The most important criteria is a high level of professionalism and positive attitude, of human service, exhibited by all front-office staff. My patient expectations are that medical providers understand medicine is a business, and all “front line” staff are a most crucial element of any medical delivery system.

Do the “front line” personnel: follow up, answer the phone/messages, treat all patients with respect, answer general questions, listen when I communicate, communicate with the medical provider and patient, and not be offended if I ask a question?

There seems to be a disconnect between some medical providers and front-office staff. This disconnect certainly reduces the level of patient care and service.

The biggest challenge to all medical corporations in the Valley is hiring mature, professional front-office personnel and experienced business managers who understand the basics of a successful business enterprise and top-notch customer service.

This story was originally published April 3, 2016 at 9:38 AM with the headline "Professionalism is key to medical care."