Respect

Ah, what a topic! This is the basis of every human interaction. It never ceases to amaze me how this one simple thing can make or break a relationship – of any sort. From what the staff (and doctor) calls you to what you have to wear while you’re at the office to how you are you told what your diagnosis is, RESPECT is the key ingredient. If you’re treated with respect, your perception of your visit will be totally different than if you’re treated with disrespect or even as an automaton. Doctor-patient interactions are too short for much to be gleaned about either person’s personality. Therefore, most opinions are going to be based on the inevitable first impression. We’ll talk about feeling powerless, feeling old, feeling shame and fear.

The SKIMPY GOWN in THE ROOM

Don’t get me started on the SKIMPY GOWN! The patient gown is by far, THE most pathetic thing ever created. It doesn’t accomplish what you want it to accomplish either. A person either puts it on wrong or can't figure out how to put it on at all. How many times do you actually look at the patient’s body or lift the gown? Do you still examine them through their clothes (or gown)? How many skin signs are missed because you don’t examine the naked body?
If you must have them change far in advance of seeing them (let’s say you want to get some x-rays), quickly stop in the room and explain that you have talked to the staff about their symptoms and feel these x-rays are pertinent to their care before you see them. Have your assistant let Mrs. Jones put her purse down in the chair, then hold THE SKIMPY GOWN up and show her how to put it on, making sure they know what articles of clothing need to be removed. Why not have a chart of correct gown placement and clothing removal on the wall? Someone should come up with a humorous one. They could market it like crazy. Humor is a great way to increase bonding in a short period of time.
Why not invest in some hospital robes too? It gets COLD in that room. It feels either like you never pay your heating bill or you’re all having hot flashes year round. Or get some airline blankets so that people don’t freeze. (Unless, of course you want to get a urine sample first because the cold will certainly stimulate the bladder to work overtime!) The hospital robe would allow someone to stay warm and still have some sense of dignity when their rear end is hanging out – it may still hang out but it’ll be covered.
When your staff helps people with their gowns, have them remember that not everyone weighs the same or is built the same. Skinny folks can, but they don’t want to swim in a big person’s gown. Big folks cannot fit into a skinny person’s gown. Don’t embarrass them. Either figure out what size they need and give it to them right away, or figure out a polite way for your staff to ask. Maybe have them marked on a shelf with S, M, L, XL, and XXL and let them pick.
I know your office isn’t a department store but the goal is to make people feel comfortable, respected and cared about. If you sort your gowns and robes like that, you can bet that Mrs. Jones knows you care about her feelings, or you have a staff that cares about her feelings.
By the way, the same goes for the blood pressure cuff. Teach your staff a good way of picking what cuff needs to be used so that you don’t take the pressure with the wrong size cuff and then upset the patient by saying we need to get a bigger cuff when you realize the blood pressure is too high. Don’t use the term “thigh cuff” – how much more distressing can that be? Your patient knows he or she is overweight. You don’t have to tell them that they are “so fat and their arm is so big” that you have to use a cuff that’s made to fit around thighs. Be sensitive!