Doctors and Assistants

Yesterday, a patient marched out of the exam room we had seated her in. She demanded that she be seen right away. We smiled and said yes ma'am, no ma'am, the doctor is seeing another patient before you, ma'am. She seethed and muttered as I politely led her back to her room and asked if I could get her a cup of water. 

The same patient, after being seen by the doctor, had tears in her eyes. She said, "Oh you people are the most wonderful people ever! I am eternally grateful. Thank you, thank you."

....

I once tried to help a patient look up a private address where she wanted to mail a letter. "I think it's in New Jersey somewhere....oh maybe not, I think it's in New Mexico." After minutes of futile searching, I was getting behind schedule in work-up screenings. I told her that I had a waiting room full of patients to screen for the doctors, so could she just call the number that she had to resolve the issue herself? The phone in the hallway is available.

She spat out, "I can't believe you won't help me. I'm disgusted."

As shocked as I was, my face (hopefully) only registered a blank stare. I said, "Well, all right then," and handed her chart to my coworker for him to deal with her. After seeing the doctor, she was all smiles and praise, and can't wait to come back. 

...

Yesterday morning, a patient called to ask for a recommendation on a new ophthalmologist, as he was moving away. My very sweet coworker said that she would consult with the doctor to come up with a list. The same patient called a couple hours later, demanding that the list be produced. My coworker, flustered, informed him that the doctor hasn't had a chance to answer his inquiry. The patient blew up, saying that he was going to sue our office for malpractice. 

Wait, really...malpractice? For not choosing a new doctor for you? Which, I might add, one could easily look up on the internet. My coworker stammered apologies and said very nicely that she would do all she could to help him out. What a litigious world we live in.  

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Situations like these make me wonder why us medical assistants are treated like total crap, when in reality we are the ones who are hustling to get patients seen on time. We are the ones who try to be hospitable and efficient and answer questions no matter how ridiculous or outside the scope of our job ("No sir, I don't know where you can find someone to read your fortune. Sorry. Have a nice day!") 

I used to think that patients just unleash all of their fury at the front desk--about finding parking in the congestion SF downtown, having to walk in the rain, about their insurance policy changes and increased premiums--and by the time the doctor sees them, all of their unpleasantness has melted away leaving nothing but saccharine gratitude.

It irks me that the only people who get respect in life are the ones who can do something for you, or who know more than you, or who have more money than you. None of this is a motivating factor for me to become a doctor. Rather, if I ever enter private practice, I'm going to appreciate my assistants all the more. But then again, I highly doubt I would ever go into private practice.