Viewpoint
Is It Worth "Fixing" Colleagues' Patients?

FROM THE CHIEF MEDICAL EDITOR, Paul S. Koch, M.D.

In this month's cover story, which begins on page 42, we consider what to do with a patient who is unhappy with the surgical results obtained by one of your colleagues. Can you make that patient happy and become a hero, or will you regret the day he walked in? The way I see it, there are two types of unhappy patients. I try to avoid one and help the other. The first is miserable from the start, generally rude and discourteous to your staff, first on the phone and then in person. He comes in with a chip on his shoulder and wants to pick fights in your office, even though he's never been there. He's not simply a patient in trouble; he is a genuine jerk. The sooner you show him the door the better.

The second may also be upset, but at least recognizes that you are not the problem. He may mouth off about suing everybody, but he generally doesn't mean it. Quickly you realize that the problem is half medical and half personal. He has a surgical complication all right, but he's angry because somewhere along the line he and his problems were (in his mind, at least) ignored. Often it will take no more than a rigid contact lens, a flap stretch, or a retreatment to set things right.

WHY BOTHER?

But why put any effort into someone else's problem? Obviously it's nice to use medical skills to help patients, but that's not the whole story. While we physicians work hard to help people, a cadre of bottom-dwelling dirt eaters seeks fortune without contributing to society. I refer, of course, to the plaintiff attorney. All it takes is one legal victory in a community and the swarm goes after every Tom, Dick and Harry who's had a treatment to see whether there's any imperfection they can sue for.

Why give them the chance? Better to devote some time to listening, reassuring, calming, and if need be, treating gratis to make your colleague's patient happy so the situation doesn't eventually affect you and your own practice. Helping to maintain peace and serenity in your community is good civics and good business.