Have you ever noticed how often people respond “fine” when asked about service? The waitress in a restaurant asks, “How is everything?” and chances are, nearly everyone responds “Fine,” even when it’s not. The same thing happens when healthcare leaders ask patients how everything is. If you accept “fine” as good enough, then you’re missing the opportunity to learn more.
I recently heard someone say that fine is just an acronym for Feelings Inside Not Expressed. When someone tells you everything is fine, take the opportunity to ask them to name at least one thing that could be better. Chances are, you’ll learn something worthwhile.