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cool with a patient they should take a step back and re-evaluate the
situation — don't add fuel to the fire. Sometimes, a particular staff
member just doesn't click with a particular patient. In these instances,
it may be impossible to make the patient happy, and it can leave your
employees aggravated and on edge. If you see this happening, or a
staff member reports a problem, consider having them trade assign-
ments.
For the rare occasions when a patient is completely out-of-hand or
belligerent, consider canceling the case and/or pulling the patient
from your facility entirely. Make sure you first check your state's laws
to avoid patient abandonment charges. Keep in mind that frustrated
employees are more likely to commit an error, and it can be better for
everyone to just move on.
Above all else, always be polite, professional and straightforward
The recording of the anesthesiologist insulting the patient was
blatant and obvious medical malpractice. While a different cell phone
policy or more empowered employees may have prevented the prob-
lem, it's much easier all around if everyone understands the importance
of being polite, professional and straightforward at all times.
Emphasizing empathy to staff — how would you feel if you were that
patient? — can help make that distinction clearer.
Remember that hearing is the last sense to go when a patient is
sedated. A patient may not be able to answer you, but she very well
could still hear you. My advice? Don't say anything in the OR that you
wouldn't say in front of your mother. OSM
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Mr. Landess (william.landess@palmettohealth.org) is the corporate director of anesthesia services for
Palmetto Health, located in Columbia, S.C.
