Tobias Renn saw nine different clinicians in one year, and told the ninth a story he had already told the other eight.
Nothing about the individual consultations was careless. Every clinician was working correctly from what was in front of them; nobody’s job was to look at the shape of the whole thing.
Prevention work is invisible when it succeeds, which makes it the first thing cut and the last thing measured.
Every retelling is a chance to lose something. We were making patients do our handovers for us.
Illustrative composite
Ten minutes is not enough and everyone in the building knows it. The question the practice asked was what ten minutes is actually best spent on.
He has seen the same clinician for eleven of his last twelve appointments. “She knows what I’m like when I’m well. That’s the useful part.”
