Author: Sourena Saneei, Clinic Manager
“The more intensely we feel about an idea or a goal, the more assuredly the idea…will direct us along the path to its fulfillment.” – Earl Nightingale
My day starts when I first arrive at the clinic with a brief huddle with the Reception, Triage and Patient Care Specialist teams to recap the previous day’s experiences and to discuss our approach for the upcoming day. This quick chat allows us all to ensure, as a team, that our patients will be met with a seamless experience from start to finish.
Well, I’ll be honest, my day actually starts with my morning trip to Starbucks to pick up a venti Americano…but I digress…
After this meeting, which sets the day off on the right foot, I peruse my inbox, which is usually comprised of communications with our various departments, whether they be patient requests, notes from doctors about how their daily schedules are going so far, or messages from the Operations team about how to make our patient experience even better. We are constantly brainstorming the best ways to improve our communications with our patients, and we frequently discuss and regularly follow-up on our patient experiences on all fronts, ranging from our general clinic operations to individual patients facing unique challenges.
By lunchtime, my coffee cup is empty, and so I head out for a quick trip to refuel. When I return, I do an afternoon sweep of the clinic to ensure that patient flow is being conducted seamlessly, and cover the reception desk while our supervisor goes on lunch break. This time is always very special to me as I get to have the most direct contact with our patients and it provides me with an opportunity to engage in meaningful conversations with them and to gain insight into their daily lives and the impact we stand to have.
I also connect with the doctors in the office that day (or working via videoconference) to confirm that, from their perspectives, the day is running smoothly, as well as to discuss any patient-specific concerns. Usually, by this point in the day, there will have been some form of meeting with other managers and directors to discuss any ad hoc requests. No two days at Apollo are ever exactly the same, due to the wide patient demographic, and so we are consistently working to accommodate patients as best we can and think on our feet!
By the end of the clinic day, I will have conducted several audits of our procedures and I will be feeling very confident that each team member has done everything they can to provide an excellent experience to every patient. I will leave the clinic with a smile on my face, knowing that we have assisted many individuals with improving their health and quality of life. As I turn off the lights and lock the doors, I feel very content and privileged to be able to return tomorrow and do this all over again!
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