One Dozen Things
Above All, Professionalism
Scenario Analysis
This module includes two scenarios. In the first, the patient is annoyed because his doctor is running late. Unfortunately this is not an uncommon occurrence in a busy clinical practice. The first thing that the doctor does upon entering the room is acknowledge the delay and apologize for it. When the patient suggests that the delay may have been due to an excessively leisurely lunch on the doctor’s part, the doctor does not become defensive. Instead he explains exactly what happened and why the delay was unavoidable.
The patient then suggests that the physician hurry up the visit by writing him a prescription with a lot of refills. The doctor declines, pointing out the importance of performing an appropriate assessment of the patient and his medical problems. He remarks that the proposed shortcut would represent second-rate care. The patient concedes but encourages the doctor to hurry. The doctor agrees to do his best, but also makes it clear that more time may be necessary to make an adjustment to the patient’s treatment based on some recent studies he has been following. He explains that though this assessment will take a bit more time it would represent the best standard of care.
This doctor shows a high degree of professionalism by insisting on providing the best possible care even though it requires him to stay late and the patient is anxious to be finished. The physician’s whole manner in dealing with the patient conveys a determination to provide the best care and helps the patient understand the importance of taking the necessary time for a proper assessment. His reference to the current journal articles also indicates that he is paying proper attention to the patient’s case beyond his clinic visits and demonstrates his professional commitment to lifelong learning.
The second scenario obviously demonstrates a strong lack of professionalism. The physician’s attire and his manner of addressing the patient are nothing short of offensive, and that clearly undermines the patient’s confidence in her doctor. As she succinctly states, he certainly doesn’t look like a doctor!
