Communication

One of my great mentors showed me that honesty in dealing with people is the best example of professionalism. I remember sitting in on a new patient appointment where he listened patiently to a gentleman who was clearly frustrated with the lack of knowledge demonstrated by other healthcare providers and their failure to provide an explanation for his condition.

By slowly and precisely explaining the issue to the patient and using appropriate language, the patient began to understand the situation. It was the start of a great professional relationship.

Professionalism for me is simply about providing an honest, frank opinion at a level suitable to the patient’s understanding and doing so without self-interest or gain, be that financial or otherwise. 

The honesty and openness of my colleague when explaining an unexpected outcome post-surgery to the patient during a postoperative clinical visit stands out as an example of professionalism.

My colleague spoke confidently but not arrogantly in owning up to mistakes and accepting that an error had been made. The options available to the patient to correct the unfortunate mistake were clearly explained alongside a structured plan. The patient was allowed to ask questions.

The information was delivered to the patient in a calm but confident manner. In the end, the patient accepted mistakes could happen and was left knowing that options were available to rectify the problem.

Effective communication is key to professionalism. Demonstrating confidence when things go wrong instils confidence in others and, more importantly, being honest and open are all vital attributes of professionalism.

A parent contacted my colleague seeking specialist equipment for her child with a life-limiting condition. Her older child with the same life-limiting condition had passed away a couple of years earlier, and the mother had not had a positive experience with the ‘health professionals’. Their actions had prevented her from spending quality time with her child as their condition deteriorated.  

The relationship between the patient’s mother and my colleague was collaborative which helped build trust and a good therapeutic relationship. My colleague listened to the mother and empathised with her previous experience and concerns. The mother was given all the available information about the service, but she was in charge of the decision-making process. As such, the mother was happy to keep my colleague involved.

When my colleague left the service, we were keen to maintain a consistent approach to the family, and that communications remained open. We ensured that one team member fully understood the family circumstances and case background. This approach meant the mother, who was already having a difficult time, did not have to keep re-telling her story. The family’s needs remained at the forefront.