Judy was a divorcee in her mid-60s who had taken a retirement for disability from several years before. She lived alone and had a variety of progressively worsening ailments – migraines, arthritis, poor eye sight, diabetes. She was under the treatment of several physicians – for short periods of time. No matter how well the relationship began, it was not long until she was shopping for a new doctor. Her son Spencer, who lived nearby, began to notice not-so-subtle signs that suggested his mother consistently found cause to “fire her physician.” The reasons ran an interesting gamut: the doctor’s office forgot her appointment, the doctor did not want to treat her, the doctor refused to run tests, the doctor inappropriately touched her or made personal comments. Spencer was a single parent who worked full-time and could seldom accompany his mother to medical appointments. So he wasn’t sure if these complaints were real, or whether something else was happening. Could each of these doctors be so incompetent? How important was it for his mother to feel complete comfort and confidence with her doctors? And what if she never did?
Judy’s situation may sound extreme, and many of us are more familiar with the opposite situation: loved ones who are extremely reluctant to change doctors, even when there appears to be good cause. How long should you give a doctor before you decide to move on? Is good chemistry a good-enough reason to stay with a doctor (or is lack of chemistry alone a reason to leave?) As caregivers, how can we know when a loved one is experiencing problems serious enough to change physicians? The decision may not be easy but a few considerations might help:
· Separate chemistry from competence. We have the right to expect both, but if we have a good track record with a physician and if a relationship of trust has developed, don’t allow a single incident of brusque treatment or an insensitive comment to be the deciding factor. On the other hand, a sterling reputation or dazzling skill is not sufficient reason to stay with a physician if he/she is consistently rude, demeaning, impersonal, or insensitive – or if your loved one simply cannot develop rapport and confidence with the physician.
· Try the three-question test: “Why is this procedure necessary? What are the risks and benefits? What are my alternatives?” If your physician is unwilling or unable to answer these basic questions for your loved one, you have a right to find a physician who can and will. These are not the only questions that matter, of course, and physicians should be willing to answer your questions – even if the answer is, “I don’t know.”
· Make note of patterns that are unacceptable. We complain if the delivery company schedules an appointment and keeps us waiting for hours, but we are usually far more tolerant of physicians who misuse our time or show poor customer service. Your loved (and you) are entitled to respectful, honest, and courteous care at all times. If a physician keeps your loved one waiting more than 30 minutes for consecutive appointments – and especially if this occurs without explanation or apology – it could be time to move on. If your physician does not provide test results without you repeatedly calling the office or if your physician disregards his own policy for providing test results, discuss the pattern with him directly. If your appointments are rushed to the point that your loved one’s basic questions are not addressed, problems will ensue. If his service does not improve, exercise your options to look for healthcare elsewhere.
· Seek eye contact. One of the simplest measures of a physician’s empathy and diagnostic skill is whether she will make eye contact with your loved one. Far too many physicians appear more focused on the patient’s chart than the patient himself, often missing important nonverbal cues. If your physician fails to make and maintain eye contact with your loved, particularly after you or your loved one has asked them to, you can expect the situation is unlikely to change and you should explore other options. (And yes, you can prompt eye contact by simply saying, “Dr. Fisher, my father will be less anxious if you and he can make eye contact during the appointment.”)
· Be confident about emergency and after-hours arrangements. If your physician and his office staff have inadequate or unreliable arrangements for responding to you outside normal office hours, you should seek other options.
· Be attentive and vigilant to any sign of inappropriate behavior. If your loved one feels he or she was inappropriately touched or that questions were overly personal, make it a point to join them at appointments. Be careful not to accuse or “investigate.” Simply attend the appointment and be observant. If you observe inappropriate action, report what you have seen to hospital staff (if it takes place during hospitalization) or to the appropriate medical board. Whether you detect inappropriate behavior or not, if your loved one is insistent that it has happened and is fearful or offended, the relationship is unlikely to be saved. It’s time to find a new doctor.
· Expect your physician to be familiar with alternative therapies. Your physician should be able to describe the benefits and risks of such therapies, and how easily available they may be. If your physician is unfamiliar with options that you have been able to research on your own, it could be a sign that he or she has failed to keep current or is reluctant to describe different courses of treatment.
· Seek realistic hope from your doctor. Some diagnoses are terminal; some diseases are incurable; some pain will persist. But in every situation, your physician should be able to offer some level of hope or relief. Be careful you are not seeking false hope, when immediate symptom relief is the more realistic option.
Balance these judgments with fairness. Sometimes physicians run late; sometimes they are as rushed as we are. Sometimes they do not have all the answers, sometimes a diagnosis may elude them. The most important litmus tests are your loved one’s confidence and patterns of poor behavior.
Ultimately, the decision to change doctors belongs to your loved one, not you. You can raise questions, discuss options, or probe for more information – but avoid imposing your views inappropriately.