
An anonymous doctor was once called into
an authority figure's office for a discussion of patient complaints. A quick
glance at the names revealed that the complainants consisted of the
following:
(1) Substance abusers claiming that the
doctor was "insensitive" to their demands for higher doses of narcotics to be
given more often (despite reports from reliable sources indicating that they
were in no distress whatever).
(2) A family member who announced that
faith alone would render dialysis unnecessary for the patient, and who took
offense when the doctor asked why said patient didn't simply walk out of the
hospital.
(3) The family members of a clearly
terminal patient who demanded "full court press" even after the social worker
pointed out that they were financially motivated to keep Daddy alive and his
will unread as long as possible.
The doctor pointed out that admitting the
patients nobody else wanted (having received them via appointments clerks and ER
docs who stated that "Nobody else here wants to ever see this #$%^ again")
pretty much guaranteed a high level of dissatisfaction.
The authority figure, however, was not
impressed. "You have to work on gaining these patients' trust and respect," was
the response. "You know, it's been said that diplomacy is a way of telling
people to go to hell and make them enjoy the trip." The A. F. declined to
demonstrate how this might be done.
The doctor eventually left the medical
organization and has found one that believes in using resources wisely. Problem
patients are given their walking papers and directions to other healthcare
providers, and the pain-management service refers substance abusers to
appropriate treatment facilities.
And you know what? The consultants in this
place are excellent. The morale among support staff such as nurses and social
workers is first-rate. The doctors are willing to work for less money because
they know that their time is not being wasted. Patients even decline referral to
tertiary-care institutions because they like the attitude in the second place so
much better.
Moral: all authority figures aren't so
bad. Some of them are even smart enough to know that you can't please everybody.
And the others will have to live with the knowledge that they have made their
organizations a magnet for drug abusers, sociopaths and primadonnas.
Hoo-ah!!
P.S. Actually what
really fries my cookies is the large number of "How to Deal with the Difficult
Patient" courses, which make it sound like you can sweeten up ANYBODY if only
you follow their advice. This flies in the face of all that is known about
personality disorders and substance abuse, but healthcare institutions fall for
it every time 'cuz they're so protective of their customer satisfaction
ratings.
CLICK HERE TO COMMENT ON THIS STORY