Healthcare Team Conflicts
After speaking with a friend who was stumped by a medical staff that was not on point in serving her, I thought further about how many people deal (if at all) with conflict when it comes to their care? I know some people can be extra in their expectations, but for the most part, when dealing with the public, and especially a patient that is ill, there are some conflicts that can’t be overlooked.
Coffee and breakfast first
I’m sure many people can relate a time or two when having a doctor's appointment was met with "Have a seat while I finish my coffee and breakfast, please."
Though we don’t want people to miss out on a meal, there’s a time and a place and a right way of doing things. So as my friend described the utter disbelief of waiting for this person, who didn’t seem to be in a rush as the appointments kept pouring in, including all un-expectant walk-ins.
Making a complaint
So the question of do we make the complaint before or after? How does or does this interrupt your care?
I suggested making a complaint afterward and not even addressing this with this person, more so addressing it with their manager. Why should a patient have to wait on these people to get their act together? It’s bad enough when we have to wait in most cases for doctors to enter the exam rooms with a good 5 minute worth of a rundown on how you’re doing.
I’ve said this before the front staff is important representation because they put you at ease with what is about to happen when you cross those doors. Therefore, when they start off on the wrong foot, it pushes that anxiety lever up.
So, why not confront the person right there? Well, sometimes it can be wasted confrontation, when the manager can be more effective in privately reprimanding staff, rather than you.
Making visits less stressful
The staff has a lot on their plate - to a point
Let’s start off with...yes, everyone may have their day...we get it! However, when we talk about a patient's experience, and staff that seem annoyed that you interrupted their conversation about the weekend, it’s a line that has to cross very lightly- or not.
Trigger-hand lab tech
What can be worse than a phlebotomist that shows they’ve had a bad day written on their face, and who is about to stick you for that tube of blood? You know that the first stick may not go well, so halt and ask for another person to tend to you.
Talk it through
Have you ever shared the same sentiments with your fellow patients with your eyes? Well, use this same tool to make small chatter verbally and I guarantee you’ll get similar grievances. It feels good to know you’re not the only one not feeling whatever is happening around you at that moment.
Normally I would say...Right back at ya
I know that energy put towards rudeness makes us feel good for a second. Then it’s back to confronting that negative experience, and it doesn’t do well when you’re up for treatment or doctor visit.
Smile it out and ask the source of grimace if they’re okay and tomorrow will be a better day. Change that negative into a positive, more than likely they’ll apologize for being off. If that doesn’t work remember my quote...
The time to fight is now, with integrity, grace, hope, and a smile….when you feel like it
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