All too often when talking about the quality of healthcare we focus on the big things, neglecting to mention those that are small. We hear about the miraculous life-saving surgeries doctors perform or ground breaking new treatments that successfully cure diseases. However, sometimes it is the small gestures that have the biggest impact on the lives of patients. I would like to focus on a single phone call my family received from a doctor over ten years ago that has left a lasting impression.
It was early afternoon on a Saturday in July, prime time for relaxing on the beach or spending time with family, when our home phone rang. My mother picked up the phone and was greeted by my dermatologist. He told her he hoped that he had not interrupted anything, but wanted to call to find out how I was doing because I had been in his office the day before.
I had been in his office because a red patch surrounding three bug bites on my leg was growing. After seeing what my leg looked like, the doctor was concerned. He began to explain the reasons why he was concerned and listed a couple of potential reasons why twenty-five percent of my leg could be inflamed. Following the explanation, he conducted a few tests which included drawing blood and taking a skin culture. His major concern was that one of the potential causes for the redness surrounding the bites, if left untreated, could require hospitalization as soon as the next forty-eight hours. Hearing that scared me. As a ten year old on summer vacation, not only did I not want to end up in the hospital, but I also associated the hospital with sicknesses that could kill you. The doctor did his best to assure me that he would do everything he could to make sure I did not end up in a hospital bed when I should be outside having fun. He wrote me a prescription for a preventative medication to take over the weekend since the test results would not be in until Monday morning. My parents and I left his office expecting to get a phone call from one of the nurses on Monday morning with the test results and a more long-term treatment plan.
That expectation is why my mother was very surprised when he called us personally the next day, a Saturday, to make sure I had begun taking the medication he had prescribed and that my condition was not worsening. The phone call lasted less than five minutes, but it made my family’s weekend significantly less stressful. He made himself available to address any concerns that had arisen since we were in his office. More importantly, he recognized and followed through with his responsibility to provide support after telling us I could end up in the hospital. It showed me that he was going to do everything possible to make sure I was okay. My parents and I appreciated his genuine care about my well-being and his practice of compassion.
While I don’t expect every doctor to call their patients, I do think that all healthcare professionals are expected to treat their patients with compassion. As I prepare to become a physician, I constantly remind myself of the importance of this trait during interactions with patients. A compassionate doctor sees the people who walk into their office as more than just patients. They take the time to make the patient comfortable. They ensure that the patient clearly understands the medical jargon, the reasons behind medical tests, and the treatment options. In doing so, the doctor demonstrates respect for the patient and earns their respect in return. I urge anyone thinking of becoming a medical professional to reflect on how they would want to be treated if they were ill and strive to administer that same quality of care to all people. Small gestures of compassion can make a big difference in the lives of your future patients.
Nicole Handa is a senior majoring in biology and psychology at the University of Notre Dame aspiring to be a physician. She is involved in numerous organizations on campus including the Compassionate Care in Medicine Club, The Bald and The Beautiful, and the Biology Senior Leadership Committee.
Nicole- Nice article. Thanks for sharing your insights and experience. I hope you continue to remember throughout your career how much seemingly simple actions or omissions can affect patients. Words we casually use can also impact. When I was sixteen and on vacation in upstate New York, I developed a severe infection in my hand. My father, a General Practitioner, took me to the head of surgery at a local hospital. Dad warned me that I would need the abscess drained but it would be ok. The surgeon's first comment was "we should have a picture of that for the medical text books". A few hours later, as they wheeled me into the Operating Room, the surgeon said "In days before antibiotics, we would have to amputate that". When I awoke from anesthesia with a large bandage over my entire hand and lower arm, I could not move my fingers. I was in an isolation room alone. Until my dad appeared, I was not convinced I still had a hand! I hope a lot of your fellow students read your article and listen to your wisdom. Paul McCauley, MD, ND Class of 1966
ReplyDelete