Spark [Robert_Klitzman]_When_Doctors_Become_Patients(Boo | Seite 291

280 Interacting with Their Patients
Concrete Practice Behaviors
Since extra attention was not always easy to provide, these doctors
described several other concrete behaviors to be more sensitive to
patients—even small ways to be available and accessible. A doctor sitting
down in a patient’s room, rather than remaining standing, proved im-
portant. Similarly, Harry, the internist and war refugee with heart dis-
ease, wrote chart notes in patients’ hospital rooms rather than at the
nursing station.
I learned something useful from one doctor. He was busy and
wonderful—considerate, insightful—and used to take the chart
into the patient’s room, and sit there writing his notes, rather than
sitting out by the nurse’s station. That gave him an extra four
minutes. While he was writing, he might ask questions. I’ve tried to
incorporate that. So simple. The doctors’ station for writing notes
is a refuge.
Likewise, Harry mentioned, regarding acknowledgment of the indig-
nities of patienthood, that such interchanges don’t ‘‘have to be very long:
five to ten minutes . . . some sign of awareness of the helplessness, depen-
dency.’’ A physician simply saying to patients, ‘‘I’m sorry about keeping
you waiting,’’ can diffuse potential patient frustration.
Many tried to transmit their insights to trainees, urging more open-
ness with patients. Brian, the pediatrician with hepatitis, felt that his ex-
perience as a patient made him more likely to ensure that his trainees
asked if patients and their families had any questions.
I am more attentive to making sure that medical students and
residents sit down and talk with parents to really understand
parents’ concerns. I’ve always done that, but I’m a little bit more
attentive now, asking them, ‘‘Anything you don’t understand?’’
Additional practices arose, too, that allowed more time with patients.
Roxanne, the gastroenterologist, chose a university-based practice to give
her longer periods with patients than private practice would permit,
even though her salary was consequently less. Given that she sought
thoroughness, in private practice she would see fewer patients and
‘‘starve.’’