There is no shortage of jargon in healthcare. Using common language is essential to a great patient experience. It’s bad enough that much of our vernacular sounds like alphabet soup, but there are some terms that are absolutely unnecessary for patients to hear. Ever. Like the term mid-level provider.
We recently had a mystery shopper call for an appointment at a medical practice. He was told that he couldn’t see a doctor, but they’d be glad to schedule him with a mid-level provider. Did they really expect the caller to know what that meant? He didn’t. So he asked, “What is a mid-level provider?” The scheduler explained that it was a nurse practitioner. He immediately understood what a nurse practitioner was, and accepted the next available appointment with her.
When he described the experience he said, “They should have just told me they were talking about a nurse practitioner. I know what that is. But a mid-level provider? What the heck is that?”
Patients are turned off by jargon. Let’s speak their language.