This past week a video went viral when a woman complained about the lengthy wait time at a clinic. On video, we see the physician asks if the patient still wants to be seen. The patient declines to be seen, yet complains patients should be informed they will not be seen in a timely manner. The frustrated physician replies, “Then fine…Get the hell out. Get your money and get the hell out.” While we do not witness events leading up to the argument between doctor and patient, we do know staff at the front desk called the police due to threats made by the patient to others.
Based on the statement released by Peter Gallogly, MD, he is a humble, thoughtful, and compassionate physician who was very concerned for the safety of his staff, which he considers “family.” Physicians like Dr. Gallogly do their best to serve patients, ease their suffering, and avoid losing ourselves to burnout at the same time. Every human being deserves our compassion, kindness, and clemency. Patients and physicians must accommodate each other when possible.
Do physicians actually deserve our mercy when necessary? Yes, they do. I should know. The kindness shown to me by my patients over the past month has been unparalleled, leaving this physician thankful beyond words.
My father has been a practicing pediatrician in our community for 47 years. As I type these words, he is dying in a hospital bed. We have worked side by side for the last 16 years. It is difficult to make it through the day, desperately hoping to hear his voice one last time in the clinic hallway. He was carrying a full patient load before an unexpected cardiac arrest ended his career. The patient load doubled overnight; it is a burden I am carrying alone.
Many families have brought their children, grandchildren, and great-grandchildren to us for more than 40 years. We have seen them through the darkest moments of their lives, at their most vulnerable, and brought them into the light. Now, our patients must guide me through unimaginable heartache and grief.
Long wait times can be terribly frustrating. Punctuality has long been a personal obsession. Lately, I have been unable to keep up; patients with appointments are waiting more than two hours to be seen. Every new encounter begins with an apology for tardiness followed by an update on the condition of my father. Most families are aware of my overwhelming task — running a practice built for two when I am but one physician. Not a single parent or child has complained, yelled, accosted, or threatened. Each family has shown me desperately needed mercy.
Over the last twenty-one days, patients have provided 15 home-cooked meals. Some have assisted by car-pooling my children or taking care of them when my presence at a last minute hospital care coordination meeting was required. Others have simply offered a helping hand, by filing charts, running errands, or landscaping the grounds. This is the physician-patient relationship as it was meant to be, simple, beautiful, and perfect.
Yesterday, after apologizing yet again, a mother reassured me she would wait as long as it took to have her child seen, hugged me tightly, told me to take a deep breath, and offered me her chair to rest. She reminded me to take care of myself. In the next room was a grandmother who has been patronizing our practice since 1977, when I was barely three years old. She offered billing services free of charge and emphasized how grateful she was for the loving care provided for two generations to her family.
The clinic my father established is a place where mutual admiration between physician and patient has existed seamlessly for a half century. Magic happens when patients walk through our doors. The next time your physician is running late, consider the challenges they might have faced that day. Accommodating their delay will be treasured more than you can possibly imagine.
Medicine is not a hospitality industry. Patients are not customers and physicians are not restaurant wait staff. We gave up our youth to become educated, skilled, and compassionate. Saving the life of human beings is not equivalent to ordering a hamburger and having it served your way. Physicians genuinely work hard to serve patients at their most desperate hour. Remember, we are also human beings, who unequivocally need and deserve your mercy.