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The Best Defense is a Good Offense
FROM THE CHIEF MEDICAL EDITOR

It's no wonder the number of patients suing their refractive surgeons is increasing. Think what they're exposed to, especially on the Internet: bulletin boards stringing together one unhappy patient's experience after another, and law firm ads dangling free consultations for anyone dissatisfied with their results.

Even so, most of these patients wouldn't be turning to litigation if they had felt they could turn to their doctor with their concerns. I firmly believe this because in the 20 years I've been in practice, not a single patient has brought a malpractice claim against me. Our approach is the reason.

Hold Some Hands

Everyone on our staff is keyed in to our patients' needs and fears. When it begins to look as if any patient might have an issue with his outcome, everyone is made aware of it. All barriers between me and that patient are lifted. When he calls, staff know to put him through directly to me. I reassure him that we're all on the same team -- his -- and that we'll get his problem resolved. Even in cases of transitory problems, it's important that patients know we're listening and we care. Many surgeons have learned that minimizing any patient concern, giving the sense that they're not troubled by it, acting as if the patient is somehow at fault, or appearing at all defensive were precisely what pushed a patient to file a lawsuit.

It's also important that everyone in a practice realize that, sometimes, patients are affected by something else going on in their lives, a midlife crisis or loss of a loved one, that exacerbates everything else, including surgery. A simple grasp of the hand or touch of the shoulder to show we understand helps these patients regain their emotional footing and see their situations in a more true light.

I always provide my home and cell phone numbers to patients who have concerns with their outcomes. They rarely dial them, but the access builds a bridge between us and makes them feel secure.

I urge all of you to be proactive, to play offense, with all of your patients. We have been, and as I mentioned, we've never had to field a defense.