Dear Family and Friends,

What is catching my attention lately are the numerous articles on being considerate and kind not only to the patients we care for but as well as to each other. In addition to current articles, Dr. Bernie Siegal and others wrote about this in the 70’s & 80’s as well. Bernie would tell fellow physicians to “knock before entering a patient’s room” and to “address a patient by their family name” (although difficult these days when we try to maintain patient privacy issues in a waiting room or public chemotherapy suite and still comply with HIPAA guidelines).

Personally, I try to maintain my own habit of civility which I view as contributing to my being of moral fiber but I realize I am human. That said, I came up short here at the office yesterday and I find myself disappointed in me with what is more than likely perceived as lack of kindness or consideration to others. I see myself as a kind person (probably if we were honest we all see ourselves as kind – the reality though isn’t how we view ourselves but how others see us and therein lies the potential sting), until I realize that I am being otherwise. As Chuck Swindoll says, “No one is so important that he or she is above kindness. That aspect of leadership takes courage and confidence.” Courageous leadership demonstrated daily whether you’re a busy physician that doesn’t barge right into an exam room or an administrator or the President of the United States. I need to continue to examine my own daily behavior and make course corrections now and then.

Last week one of our doctors shared a story with us at a board meeting. This physician was concerned because a patient was so angry that it took three weeks to be started on an oral chemotherapy. Upon hearing of the delay, the doctor marched right up to the nurse that appeared to have been the cause of the delay. The nurse proceeded to share the full story of how the patient could have had a $450 a month out-of-pocket expense for the chemotherapy pills. The delay was caused by the behind the scenes ‘work’ necessary to get coverage so the patient had zero expense. Our office was able to offer this to our patient through the diligent work of our Patient Financial Assistant (most oncology offices don’t have a full time staff member assigned to help patients get coverage – we’re pleased to add this service to the list of other unique services we offer those who come our way).

Was that patient a little too quick to place blame? More than likely the anger on the patient’s part arose out of fear and trepidation with a scary diagnosis and an unknown future not to mention if you view chemotherapy as your lifeline any delay will fill you with angst. Definitely justified and probably avoidable with a simple explanation and feedback throughout the period of time it took to procure the benefit of no out-of-pocket expense. Always room to improve and this was a good lesson in viewing something that makes sense to us through the eyes of someone who finds it senseless.

Aren’t we all just a little too quick to react negatively? Shouldn’t we put ourselves in the other’s shoes and view the situation from their perspective? We talk about how we are in the information technology era (knowledge is POWER) however are we still missing some basic manners and behavior that is guided by dignity, civility, and humility. I know I need a regular reminder.

Thoughts and prayers to you.

Love,

Veronica