So many great companies and organizations have safety as their number one priority. Imagine getting on an airplane where safety was not important to the company! "Umm, yeah. We're just gonna get this plane up in the air and cross our fingers that everything goes well. We've got great customer service, though!"
Safety is also the number one value at Disney Parks and Resorts. Disney is known for courteous and "magical" service, so you would think something like that would be number one. But actually, safety is their number one priority. Why?
Disney knows better than anyone that their guests can have the most magical and customer-service oriented experience ever, but if it isn't safe, it won't matter. That's why Disney's "Four Keys Basics" has "Safety" as number one. That's why before your car on Space Mountain takes off, those seat belts are double checked, and everything is cleared for take off. In fact, in the middle of the night at all Disney parks, swarms of "cast members" scour the park performing maintenance and safety checks.
At Remedy, we see tons of five star reviews. It feels good to be loved. The thing is, most of the time, the reviews aren't about the awesome diagnosis that we made. Or the fact that we prescribed the appropriate evidence-based antibiotic.
No, the reviews are usually about the Remedy experience. People love it. They love booking on their phone. They love resting at home while someone comes to them. They love getting a quick video visit without having to go anywhere. They love one of our awesome medical assistants coming by to do a quick strep test.
But think about how they would feel about the experience if we didn't care about Clinical Excellence. It's kind of like if Disney didn't care if the Seven Dwarves Mine Train just shot right off the tracks and launched you into Orlando somewhere. Sure, you might experience amazing customer service at a Disney park. But you won't care about that much when you and the whole family are in the hospital because of an unsafe ride.
It's the same thing with us. We must do everything we can to get the diagnosis and treatment plan right. We aren't going to nail it every time (See Core Value #4... Humility). But we should strive for that. We should recognize that first and foremost, our job is to take care of patients. Getting the diagnosis right whenever possible, and involving the greater team when we aren't sure.
Having that awesome patient experience is important, to be sure. But being correct in our diagnosis is the first priority.