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Feb 14
2010
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I had finished my 43rd ultrasound of the day and clock had struck 2:30 in the afternoon. I felt uncomfortable in my pelvis and wanted to attend to the nature’s call. As I got up to leave the ultrasound room, a patient at the door stopped me and said –
“Hey Doc! Where are you off to?”
Being very polite I replied unrevealingly - “I am just coming back. Please wait for me”.
“Ohhh! I have been waiting for over two hours for my turn just to get an ultrasound examination……..and now you tell me to wait a little longer?”
“I understand you very well and I have been trying to do as fast as I can. Don’t worry, I will see you first when I get back” I tried to bargain out of the situation.
“No doc. You cannot leave this room without doing my ultrasound. I am a patient and have already waited too long.”
“But you try and understand my situation too…my dear friend. I must go as I have been sitting on that chair since last five hours”.
Angrily he said - “What type of doc are you who is talking about leaving his patient to take a comfort break? I do not want to understand your problem doc…I am a patient and your customer too and its your duty to take care of me before yourself.”
“Look my friend….I am not trying to make any excuse or something. I have a real urgency and I must go or else……”.
“Okay doc……if you must go then can you refund my money so that I can go to another centre and get my ultrasound done”.
Relieved I said - “With pleasure my dear friend….you can take your refund. I refuse to cater to such patients who treat Radiologists as ‘imaging machines’.
This was the first time when I had to bear a financial loss to ease myself!
Was it right or wrong???
Average user rating from: 3 user(s)
Reviewed by Anuj Mishra September 15, 2010
Reviewed by Dr. Sridhar V February 22, 2010
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Dr. Vipul Chemburkar
said:
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... HI, I have faced similar problems myself on a busy day.... Now if you are so busy then you should be happy beacuse obviuosly you are doing well... some tips.... always tell each patient approximate waiting time...patients time is as valuable as your time...( eg...you are 5th in line and it will take about 1 hour...let the patient decide if he wants to wait it out or go somewhere else) if for some reason a patient is taken out of turn ( emergency / friends/doctors and their relatives) and other patients crib then one must explain and apologise...they have been waiting and they deserve an explaination and apology....this is basic etiquette... most of the patients( even those who are angry ) get calmed by reasonable and sweet words and will be then willing to wait even more... there are some obstinate patients who carry a grudge and are out to create trouble....i always refund such patients ....it is better taht way for my peace of mind....these people bring nothing but trouble and they are welcome to go elsewhere.... |
Dr. Rahat Brar
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... Great piece Dr. Anuj... In a lighter vein, we have our devised our own innovative indigenous hitech means to tackle such patients. A few examples-- 1. If the patient comes for an MR and there is long study going on in the MR suite - put the pt in the CT gantry- give him a ride- tell him that now we will take him to the other machine-- and then take him for MR. 2. Another option is the bladder empty technique---- I know everybody must have used this. 3. Patient for CECT can be made to wait by giving them "test dose" - changing them in the gowns- cannulating them outside the gantry etc etc... 4. If the pt has come for a CEMR, we can make the pt. wait by doing the plan exam first and then making him wait. 5. patient for CT coronary angio-- heart rate is not fine- ectopics- wait -- take deep breaths- have 25mg. Metoprolol. On a serious note-- In my personal opinion, most (99%) patients just want attention- and if you give them that then they will wait for you till eternity. As Dr. Sridhar says- Its and art-- I would just add its art and logic--- give the patients that and they won't complain. The patients are already troubled with the diseases they- they have their own apprehensions about the results of the US-CT-MR. We also need to be more patient- more compassionate and humane with our patients. They can never complain then- I can bet !!! |
Anuj Mishra
said:
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... Dear Drs. Rahat & Vipul, Thanks for your invaluable advice. Actually after this incident, what we had done was to invest into patients' waiting lounge by putting up a widescreen LCD TV on the wall and courtesy tea with snacks each hour for everyone waiting. Moreover, I also decided to add another ultrasound scanner to the clinic and recruit another radiologist to help me out during the busy morning time. Notwithstanding the pressures from our referring doctors, it becomes our primary responsibility to take care of patients coming to us for imaging. And few kind words and a sympathetic attitude would not cost us anything but bring great rewards in long run! |
Alok Varshney
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... Hey Dr Anuj, I don't know why but suddenly I was reminded of a scene from movie 'Dumb and Dumber', y'know the one with Jim Carrey in the car with beer bottles  |
cooldoc
said:
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... I think the only and my best way to tackle the situation is to talk to the patient while the patient is just waiting outside for a while and telling him the effort you are puttin in for the ultrasound. Remember to talk as a common man to him. It works... Just try once |
Anuj Mishra
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... “Three hundred years ago a prisoner condemned to the Tower of London carved on the wall of his cell this sentiment to keep up his spirits during his long imprisonment: 'It is not adversity that kills, but the impatience with which we bear adversity". If you have another 30 patients waiting for their turn outside your ultrasound suite, you feel like a prisoner! Where is the time to talk to all of them? |
Dr. Sridhar V
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... Thank you Dr.Anuj Mishra for this interesting article about Patient's patience. You are right and I would have reacted in a similar way and refunded the money. Another instance where patient becomes a 'Difficult ' patient. I agree that patients are always under stress but can not they notice how the Doctor is also equally stressed especially when around 70 patients are waiting in the 'Q' Since patients have become clients/customers...the dictum is "Customer is always Right " and even when the Doctor boldly pleads that he has to go for a 'piss' and behold!the patient is in a position to question the 'wisdom' of the doctor as to why Doctor has to waste his ( read patients) time,by giving importance to the nature's call.Patient thinks he has every right to demand the indefinite postponement of Nature's call!!! Patients have become experts in blackmailing, that they would go to the competitor if they are not entertained properly.Any difference between Hospital Industry and Hospitality Industry ?? That is the Plight of present day Medical Profession!! |
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