I evaluated a 7-year-old girl with abdominal pain last week. When I entered the room I noticed that she was wearing a High School Musical t-shirt.
That’s, of course, where I started.
During the first couple of minutes in the room she learned that I have a daughter about her age, I’ve seen High School Musical at least a dozen times, and I know most of the songs by heart (I even hummed a few bars). The discussion segued into dialog with the parents about the Disney Channel. They learned about my disdain for its irreverent characters.
None of this was calculated. It’s just the two-minute drill that transpires during the early stages of a relationship. It’s a critical first step in establishing trust. The relationship between a provider and patient is, in many ways, just like any other relationship.
Perhaps most importantly our brief repartee told the child that I understand her. It told the family about my values with respect to parent-child relationships. It reflected that I understand how very important a t-shirt can be to a 7-year-old girl. All critical first steps for helping to facilitate an open dialog.
A good doctor, like a great salesman, understands that making the connection is a critical first step in the ultimate goal of closing.
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Love it. Those connections matter so much. Had a similar experience recently with a new to me and very young doctor who noticed my Kindle so we chatted iPads (he just got one) and ebooks and such. You’re telling us you see us beyond a diagnosis on a chart, and I wish I could tell you how much that means.
Bryan,
Nice post! Wouldn’t it be great if this was taught in Medical Schools and MBA programs. The value of human connection in laying the foundation for the exchange of life saving information, confidence, decision-making, and follow through on a plan, clinical, organizational, global.
Chris
Thanks, Chris. It’s interesting. While I think you can teach this, some of it is inherently human. I think it’s a matter of helping students understand how to expose themselves a bit. That’s where the connection is. At its core, however, I think it’s hard to teach a twenty five year old how to engage in dialog. Some of this is about who we are.
You’ve just stimulated another post. I’ll be sure to credit you.
“The relationship between a provider and patient is, in many ways, just like any other relationship.”
If physician-patient relationship were like other relationships, we would not continually see studies talking about the need for providers to be more empathetic, the need for more patient centered care, the need to listen and not interrupt patients and so on. In normal relationships, people would walk away if they felt they were interrupted or were not listened to by the other party…not so with the doctor-patient relationship
In truth, most physician-patient interactions occur in the exam room during the medical exam or interview…a process where each party has a role…usually where the doctor speaks and patients listen and answer questions. The patient’s chance to speak freely during the medical exam occurs only after they are asked to tell the provider what’s going on. After that…it’s the doctor’s show. In audio recording of physician-patient “conversations” during routine medical exams…patient-asked questions are the least frequent verbal utterance to occur., in part because people don’t want to interrupt the doctor (expert). People usually don’t have to pull their punches during normal relationships as much as they do with their doctor.
I would like doctors to tell patients right up front, at the start of the medical interview, how the exam will go, e.g., who will do what to whom. Physicians should give permission to patients to speak up…to express their concerns, fears and questions. But let’s not kid ourselves…the physician-patient relationship is not much like other relationships outside the doctor’s office setting.
Steve Wilkins
http://www.healthecommunications.wordpress.com
Two minutes: that’s what it takes to be human. Two minutes to look, observe, register and relate. Two minutes to see “room 6″ as a child similar in age to yours who shares an interest in a musical you can hum all the tunes.
120 seconds.
Lovely, thank you,
Jody
A-B-C. Always Be Curing.
Put. That coffee. Down. Coffee is for curers only.
- Blake, MD, in the hit movie, Dr. Glengarry Glen Ross
I agree with you post, and may I add that it should be that way in any provider – patient relationship – physician, nurse practitioner, physician assistant. Nurses generally learn these skills in school. Perhaps that is why patients tend to confide in nurses so often. We now expect patients to be more active participants in their care, the importance of a trusting relationship is key to that happening.
Nice message. Thank you for sharing.
As an ER doctor for the past 20 years, I have come to understand the true value of making those connections- and it takes literally 30 seconds to show someone that you really care about them as a person.
For me, the benefits of connecting with patients go far beyond just making a patient or a family member more comfortable. That’s important, for sure, because it help alleviate their fear and put their trust in you, so you can best help them. But, I truly see every connection with a patient as an opportunity to share our love and acceptance. And that’s the best medicine we can offer.
Dr. Bob