By Jo Dewhirst, Executive Director
I had the experience of undergoing eye surgery for two unrelated procedures this year. These surgeries were performed by two different physicians within the same ophthalmology department.
The medical care received by Doctor Number One was superb. He was a very positive person. At each visit he took the time to give me a friendly greeting before proceeding to the nuts and bolts of the physical examination.
Prior to this surgery, his well-trained staff gave me a complete mental picture of what I should expect; I was given detailed instruction on how to prepare myself prior to surgery, the necessary arrangements that needed to be made, and what I would need to have on hand at home after surgery. He also covered “what I should expect” from the surgery and “what expectations might be unrealistic.” A surgery coordinator filled in the necessary gaps of information and I felt 100% mentally prepared for this impending event.
As I entered the outpatient department to have this surgery performed, I almost felt like I had been through the whole process before (although I hadn’t) because of the detailed instruction the office had provided. I did not feel any apprehension at all.
The staff in the outpatient surgery center seemed just as organized and caring. The staff kept repeating how fortunate I was to have such a fine doctor, and they all seemed to know exactly what he expected of them. His thorough, “in-control style” came through loud and clear through all the post-operative procedures. I was given detailed instructions and the little “take home bag” from the surgery center had all the necessary instruction, medicine and gadgets I never would have had otherwise-such as wrap around pitch black sun glasses-a unique item a post-operative eye patient should never leave home without!
He exhibited the same caring spirit when he greeted me after the surgery and he seemed to rejoice with me about the favorable outcome.
Because of the very positive experience I had with Doctor Number One, I faced the second surgical procedure with a sense of hopeful optimism. After all, they shared similar duties in the same ophthalmologic department.
However, my sense of hopefulness was dashed as I sat for one and half hours in the examining room the day prior to surgery. It seems someone forgot to put my chart on the door and apparently this is what triggers the flow of patient examinations. I guess they have an unwritten “no chart on the door-no exam” policy.
The sequence of events the next day (of surgery) was just as lackadaisical. Although I can readily understand why there can be delays in the schedule, what I found exasperating was that the nursing staff in the surgery center would not respond to my concern about the delay. I was worried about the inconvenience a delay would mean to the person taking time off work to pick me up. I was aware of his tight schedule and didn’t want to cause further inconvenience. The head nurse seemed more preoccupied with moving the rolling empty gurneys into place than being willing to listen to my concern about the estimated start time. She yelled at me from ten feet away “not to worry about the time-what else did I have to do that day anyway?”
The same callousness seemed to be reflected in the other surgery center staff I came in contact with that day. I remember asking a couple of straight-forward, simple questions to the post-op nurse who attended to me. Here are the questions I asked and the replies:
Question: When would I be able to pry my eyes open? They seemed to be glued shut. Did the doctor suture them shut by mistake?
Response: Don’t worry they’ll eventually open
My Reply: Oh
Question: Are there specific instructions about what I should do this evening? I wasn’t given instruction prior to surgery.
Response: The instructions are written right here. Just read them when you get home.
My Reply: I can’t read anything until my eyes become unglued.
Response: (in exasperation) You mean you want me to read these instructions to you?
My Reply: Never mind.
My eyes did eventually open and I read the very sketchy instructions from the attending doctor. That information didn’t answer my remaining questions. The next morning I placed a call to the clinic and the call was never returned.
The doctor’s aloofness was evident the next week when I had my first post op visit. Doctor Number Two seemed genuinely disappointed that I didn’t stand up and cheer about the results. Instead I expressed some concerned about the black and blueness over both eyes and the very noticeable swelling.
Question: How soon will the discoloration disappear and the swelling subside?
Answer: I don’t like to make any projections of what to expect.
My Reply: Oh
Instead of encouraging me and answering my fundamental questions, he keep hedging his answers, making sure he didn’t make me any promises.
The result of surgery number two was quite successful. However, the vital element that was missing in the second procedure was my lack of confidence in the doctor who performed the surgery.
If only doctors could be trained in the art of patient relations. All doctors-in-training should be required to take rigorous training in the art of communicating with and caring for their patients. If courses are not available they should be developed.
The courts are filled today with angry patients who sue their doctors for malpractice. I wonder how many would have never considered filing a suit if their doctor had communicated well with them and exhibited concern for their welfare. It’s hard to be resentful of a doctor who really cares about your well being.
In my estimation, both of these ophthalmologists are talented and experienced.
I am sure they both have had a succession of successful outcomes. But you can’t measure success solely by cold statistics and black and white figures on paper. Real success is:
- An office waiting room filled with patients
- Patients who look forward to seeing their doctor once again
- Patients who have the utmost confidence in their doctor’s ability
- Patients who are convinced they have the best doctor in town
