You don't always get what you want.......

Tagging onto Chelsea's post:
At Karyn's PCP visit, she went armed with a list of concerns and questions.  Knowing that she probably wouldn't be able to discuss everything, she prioritized. 

• when would she get an appointment to have her test redone to determine if her cancer was back?
• why did the Neurologist order an MRI, additional blood work and give her a medication without adequate information on what it was for, risks, benefits or side effects?
• could the dose on her medication be changed to provide better pain control?

There was much more, but you get the picture.  Fortunately, Dr. V. is familiar with the multitude of problems Karyn has.  While no physician or care provider is perfect, Dr. V. seems to get it and took action.  Instead of the expected "I don't know why he ordered these", she agreed that the MRI and blood work did need to be done, BUT she explained why.  She also discussed the new medication and again felt it was an appropriate choice.  The side effects vs. the benefits were reviewed along with an alternative dosing plan.  Taking the new med would hopefully address the neuropathy pain that just increasing the dose on the old med would not.  The list of questions and anxiety level would have been less had the other physician taken the time to explain

So she didn't get to increase her med dose, didn't get out of having the tests, which is what she wanted.  But maybe she got what she needed.  We're certainly hoping so.

Count your blessings
Debbie 

Communication - Communication - Communication

What do patients want from their healthcare providers?  They assume that we are competent to provide the service they are seeking.  However, most will tell you, that first and foremost, they want to be treated as a person and not a diagnosis, number or an inconvenience.  They want us to not only listen to them, but "hear" them.  Treat them with respect and courtesy; answer their questions in a way that they will understand; explain what we are doing and why; explain why we are giving a medication and what side effects they need to be aware of.  All of these topics and more come down to communication.

It's not just direct patient care givers who need to communicate effectively and appropriately with patients and their families, but everyone within the organization.  The scheduler who is rude and uncaring about the patient's urgency for an appointment; A receptionist that says "we're out of wheelchairs, you'll have to walk" when it's clear that the person isn't able.  Both are examples of a culture that isn't tuned into "caring" and sets the tone for the whole encounter. 

Unfortunately, Karyn and Chelsea have experienced this recently.  You have an abnormal test result for which you are waiting for an appointment.  Two weeks pass, three weeks and no appointment date.  Karyn calls to enquire when she can expect an appointment and is told "I don't do scheduling, you'll just have to wait like everyone else."  Imagine the frustration, anger and anxiety this type of response caused.  You are waiting to find out if your cancer is back and you're told to wait.  While it may be true that this individual doesn't do the scheduling, wouldn't it have been better to say:  "I'm sorry that you haven't been contacted yet.  I don't do the scheduling, but let me check with them to see what the delay is.  Can I put you on hold, or would you prefer I call you back?"  The outcome may not be any different (she's STILL WAITING), but at least she wouldn't feel like nobody cares and that she is inconveniencing them.

Unless you or a loved one has gone through a major illness, you might not understand how every contact shapes the patient's experience and perception.  We have an obligation in healthcare to do the right things, the right way for the right reason.  Patients are not an interruption to our work, they are the reason for our work!