September 9, 2007Power Phrase: We have a policy of putting our patients first. I didn’t follow it that day.
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I work in healthcare and I think we need to take a look at the other side. I have several personal friends that are Family Practitiones and Internists. They give their lives to their patients in long hours and dedication. Did you ever think that by having the assistant call (no nature of the issue is given) that the MD was putting the patient first by returning the call more rapidly than he or she could have done on their own? MD’s are often not free until after 6 or 7 at night. By having an assistant call, the patient may have gained valuable info much sooner, been able to pick up a prescription or schedule a test much sooner. Many MD’s aren’t able to schedule appts, etc late at night. I admire the MD for his/her tenacity and do not condone a rude assistant. That is totally uncalled for.
In the example, Jay admits to complaining to the assistant. What was the complaint about? The information or that the MD couldn’t immediately talk to Jay. If the assistant was trying to explain policy and Jay didn’t like it, could some of the rudeness and indignancy be perceived? Perhaps and even so, it is not right of the assistant.
I think it goes back to managing expectations. Perhaps the MD should inform patients that while they strive to personally call each patient, there may be times when an assistant will be asked to perform those calls. I would venture a guess that if Jay knew that or was informed or could have opened dialogue with the MD prior to this incident, she may have reacted differently. Rude behavior should never be tolerated.
I appreciate the answer, but I disagree that the MD, by not calling the patient personally was not doing their best for the patient. It’s situational, but sometimes we can’t perform all things we would like to on our own.
Comment by Tina Metallo — September 11, 2007 @ 10:18 am
I agree with Tina. Perhaps Jay was waiting for a very stressful test result and the reaction could be understood, but I do think more thought needed to have been given to what goes on in the doctor’s practice. My doctor never makes me feel rushed when I am seeing her. She listens to what I say or ask, and takes me seriously. Every time I have had to schedule any kind of procedure with another doctor, my own doctor has made a point of coming by and checking on how the procedure went, no matter where I had to go, and usually on her lunch time. But I also know that to be able to be that kind of a doctor, she relies heavily on her Physician’s Assistant. They are a team. By having the PA call me, she makes room in her very busy schedule to be the kind of doctor I am grateful to have. And if I wanted to especially talk to the doctor, I feel certain I could just ask to do so, and time would be made very soon after the request to call me back. I also think that this system, while efficient all round for doctor and patient, puts most of the stress on the PA. I notice when she calls that she does sound rushed, and perhaps a bit stressed herself, trying to make all the calls and respond to all the questions and requests. I’ve got to respect Jay’s doctor for doing the right thing in response to Jay’s complaint. Not every doctor has the knowhow or the desire to be that responsive on an emotional level, as well as the good sense to follow through with that kind of a call.
Comment by Kathleen — September 15, 2007 @ 8:11 am
Whether Jay had a valid complaint or not, her doc was masterful in handling her. And he did acknowledge where her complaint was valid.
Comment by merylrunion — September 17, 2007 @ 6:56 pm