Physicians’ Newsletter
By Mary Mitchell

Question:  Doctors’ lives are hectic – you write that a “Class Act” requires peace – what suggestions do you have for doctors during the workday and then outside of work to regain some inner peace?

My father, a physician, used to lie down on his office study floor between patients, for five or 10 minutes a couple of times a day. He would let himself go limp and clear his mind, allowing his abdomen to expand and contract like a bellows and thus become deeply relaxed. He was my first meditation teacher.

Since then, I’ve learned that it only takes a minute or two, even less, to breathe deeply and regain focus. We all can make the time to do that. There are many courses and tapes on the subject— Benson’s “Relaxation Response” is the classic. 

Out of the office, turn off the cell phone while driving and listen to a book on tape instead. Use your body to clear the mind. Get some exercise, regularly. Work up a sweat.
Functional fitness doesn’t require a protocol — walk when you can drive; take the farthest parking space in the lot; rake leaves; wash the car. 

That’s how to get in tune with life, to find sanctuary inside, from which all the best answers are found. Those times of stillness are vital to our effectiveness. A musical instrument, when it is out of tune, creates discord. When we are out of tune, we create discord. We must keep ourselves in tune to serve others; and it cannot be done unless we take time to be still. 

It can’t be done when we are rushing around, any more than a musical instrument can be tuned while it is being played. It is in the silence that the notes can be heard and readjusted. 

Taking care of ourselves first is entirely counter-intuitive, especially for women. Yet think about the safety directions when we travel by plane — first put on your own oxygen mask and then do so for the children in your care.

Question:  Remembering names is hard for me, and I can see a lot of people every day – do you think it is important to remember patients’ names? Usually I have a chart with his or her name.

Remembering names is a challenge for all of us. In a professional practice, it’s essential, at least for the moment when the physician greets the patient. Staff should make sure that the doctor has the name of the patient upon entering the room, as well as the correct pronunciation of the name. Our names are VERY important to us. Instruct staff to ask patients how to pronounce their names when they are difficult, and then write the phonetic spelling on the chart. And there’s nothing wrong with asking someone to pronounce his or her name if you don’t get it the first time. All that shows is that it’s important to you to get it right.

Question:  What role do you think e-mail and writing have in doctor-patient relationships?

I don’t understand the nature of the question. Isn’t there some recent legislation about allowing doctors to contact patients through email and telephone? Seems to me I just signed a form authorizing my doctor to do so.

Question:  What “Class Act” mistakes do you think doctors are prone to make?

Glad you asked! I think doctors are ‘way too casual with patients’ time. It’s insulting to be expected to wait, uncomplainingly, for an hour to be seen, when you’ve held up your of the bargain and showed up on time. Recently I saw a neurosurgeon here in Philadelphia When I asked if he generally runs on schedule, the receptionist said, without apology, “He generally runs one to three hours late.” Inexcusable.

Second, doctors are too familiar and allow their staff to be too familiar. There needs to be some professional respect shown to a person’s age and relationship to the provider. For example, it’s a mistake to assume a first-name basis with a person until you have permission, especially when the physician is younger than the patient. In the long run, it undermines the physician’s authority and credibility. 

Third, doctors need to listen actively. I am not suggesting engaging in soulful conversations to check out someone’s tonsils. Yet it’s insulting and unnerving to feel that your doctor is preoccupied with something other than you for the few minutes you are together. Taking three deep, mindful breaths before entering the examining room could eliminate this problem.

Question:  What are three easy ways doctors can improve their manners/etiquette?

They can learn how to greet people correctly and how to shake hands properly. That is something essential to the relationship which cannot and should not be rushed. Keep in mind noblesse oblige, — that rank compels responsibility. We have a responsibility to be mindful of the effects our behavior has on others. True service carries great strength. Doctors can learn and remember that good manners create good relationships and good relationships create good business; it’s not the other way around. Doctors should insist that their support staff understands this — and, frankly, the only way we teach or learn something of this nature is through example.

Question:  What clothing suggestions do you have for doctors?

We judge others more on the basis of what we see than any other factor. Good grooming is more important than fashion statements. It’s imperative that clothing fits correctly and shoes are in excellent repair — patients notice that because they often look downward in discomfort. There is no such thing as neutral clothing. So we must dress according to how we wish to be perceived. Every item we wear represents a decision we have made about ourselves and how we want the world to see us.