There is 5-star quality in our public health system – in surgical skill and in quality of care; in the treatment and in the technology.
I could write about several personal examples in those categories. In my followup consultation yesterday, I was was reminded of one aspect that matters to patients: it’s patience.
In sport, a player’s coach is someone who takes a personal approach and motivates people using empathy to instil individual empowerment. My plastic surgery registrar, Gary Avery, is a patient’s doctor – he listens carefully and chooses his advice carefully, in a way that puts me at ease but also clarifies the way ahead for progress.
The Patient moniker should belong to Gary.
Every morning round that I was in hospital, I’d present the team of doctors with a fresh page of my handwritten notes and questions (there’s one example pictured at right). In the first few days I couldn’t speak, so that writing was the only way of communicating in detail. I’d often have several pages of notes, questions, and even diagrams. Trainspotter. Later in my stay, I kept up the note-taking – partly for prompting my memory, but largely due to obsession.
It was new territory for me, but I have no doubt for my plastic surgery team it represented copious statements of the obvious. Their tolerance was tested…
But every time, Gary would listen carefully and then reflect back a calmly considered collection of advice and medical wisdom. He’d often stay long after the other doctors had left, to hear me out in full and provide information and reassurance. It was the same with my followup consultation yesterday – once again a barrage of the bleeding obvious from me, and once again a model of patience and wise presence from my registrar. On top of the surgical excellence I’ve benefited from, this is the icing on the cake.
So if you hear from a few doubters of the health system or personnel, take note of my experience: it’s worth asking a few questions.