Infection control as marketing

I had a blood test recently.

Outside in the waiting room us patients were all social distancing but once we got in the treatment room all bets were off. The practitioner wore no mask, no protective clothing and touched the needle site with bare, ungloved hands.

When I complained he said: "I can wear a mask if you want." Later I rang and complained to the practice manager. I was told that he doesn't legally have to wear a mask and "it doesn't make a difference anyway."

During this time, especially as practices are re-opening, patients are hyper-vigilant with respect to infection control. You have two options:

1. You can do the absolute minimum allowable
   That's what this clinic chose to do. Maybe they don't legally have to wear masks but it is a very bad look. Hairdressers and the Apple store do more to protect your health than this practice. It makes patients think they don't give a damn. Some will complain but most likely many will just shrug their shoulders and find another practitioner.

2. You can go above and beyond
   Of course do the things you are required to do but then go well beyond that. Think of ways you can show patients that you are going the extra mile. Do things that you don't technically have to but that make patients feel safe and well cared for.

In this time it is not only important to do the right thing but also to be perceived to be doing the right thing. The impressions you create with superb infection control can be a great point of difference for your practice.