Skip to content
  • About
  • Contact
  • Contribute
  • Book
  • Careers
  • Podcast
  • Recommended
  • Speaking
  • All
  • Physician
  • Practice
  • Policy
  • Finance
  • Conditions
  • .edu
  • Patient
  • Meds
  • Tech
  • Social
  • Video
    • All
    • Physician
    • Practice
    • Policy
    • Finance
    • Conditions
    • .edu
    • Patient
    • Meds
    • Tech
    • Social
    • Video
    • About
    • Contact
    • Contribute
    • Book
    • Careers
    • Podcast
    • Recommended
    • Speaking

Have a mean patient? Don’t take it personally.

Lisa Walker, PA-C
Physician
February 3, 2017
Share
Tweet
Share

My brother-in-law, Ron, was a curmudgeon; grumpy, sullen, even downright mean at times.

By blood, he and my husband Bill were cousins. In the 1950s, when Bill was just a child, his mother died unexpectedly, and Ron’s mother took Bill in to live with her and her four children. They were an African-American family living in the midst of a middle-class, predominantly white Connecticut township. Their home, located on a wealthy family’s farmland, had one bedroom, wood heat and no running water. Each day, Ron’s mother walked five miles to and from town, where she did laundry and cleaned houses to support the family.

Bill and Ron were close in age; they considered each other brothers. I met Bill when I was in my forties, and he was in his late fifties. So I knew Ron only during the last few years of his life.

At that time, Ron was suffering from chronic obstructive pulmonary disease, hypertension, diabetes — the typical laundry list of someone who grew up in the era of the Marlboro Man. Bill was Ron’s medical proxy, so we were routinely involved in his medical care.

Although I never knew Ron well, I always felt a strong connection to him. And he, in turn, seemed to trust me, perhaps because he trusted my husband. Bill confided that when Ron was very young, he’d been thought to have a developmental delay and had been institutionalized for a short time. Nevertheless, for his entire adult life, Ron had worked and lived independently.

As I said, he was a curmudgeon — especially when he was in the hospital and not allowed to smoke.

On one such occasion, six years ago, we happened to be visiting him when his attending physician came calling, her entourage of medical students and residents in tow.

As they entered the room, Ron was sitting on the edge of his bed, elbows on his knees, looking at the floor.

Immediately, the doctor carefully backed up to the wall opposite Ron and leaned against it, her arms and legs crossed. Seeing this, I knew right away that she’d felt the sting of Ron’s discontent at some point.

“How are you today, Mr. Scudder?” she asked warily.

“Lousy!” Ron snapped. “When can I go out for a cigarette? This place stinks!”

“Mr. Scudder, you’ve been hospitalized because your COPD has flared up,” she said impassively. “People who have lung disease shouldn’t smoke.”

I winced at her cool tone and well-rehearsed words.

ADVERTISEMENT

Ron must have felt the chill too. He looked at me, then said, “Lisa, give her that piece of paper I gave you earlier today.”

I handed it to the doctor, knowing that I was giving her something very precious — something that Ron had written a decade earlier, in his mid-fifties. Here’s what it said:

Ronald Scudder’s Story: Learning How to Read

All I wanted to do was to learn how to read. I spent fifteen years trying to learn with different organizations. This time was a stepping stone. I learned a little, but not a lot. Finally, I wound up at the First Congregational Church of Old Lyme. I got two tutors. About two years later I was reading. About a year later, I learned to write. Then I wrote my first poem.

Lord you made the earth
And raised us from it

You brought the winds from the four corners
And gave us the breath of life

You gave us wisdom of life, love and compassion

Lost loved ones causes sadness.

So please lord allow the branches of the willow
To bend and weep for our sadness

Allow the drops to flow to the sea
And wash away our sadness of our lost loved ones
So we can love again

Lord, we know your love will be there to see us through

Thank you, Lord

As the doctor read, I watched her expression soften and her body relax. When she was done, she looked down at the floor and was very quiet for a moment.

“Mr. Scudder, may I make a copy of this and put it at the nurses’ station?” she asked softly.

True to form, he snapped, “Sure, do whatever you want. I don’t care.”

I still carry that paper with me, tucked in my wallet. It’s become ragged and worn because every year I pull it out when I share this story with my students, who are training to become physician assistants.

“You’re going to encounter patients with sharp edges — some sharper than others,” I tell them. “You’re going to bump into those edges, and you might get your feelings get hurt. But if you take it personally and allow it to be about you, you’re missing something crucial. Those sharp edges weren’t always sharp: They came from somewhere — often out of very painful experiences and significant life challenges.”

My brother-in-law didn’t become a curmudgeon overnight. He grew up in extreme poverty and had a tough childhood. Beneath his sharp edges, though, was a beautiful soul and a man of faith who loved deeply.

In sharing Ron’s story with my students, I hope that they’ll respond, as his young physician did, by recognizing the value of their future patients’ stories and helping others to appreciate each patient’s unique journey. By giving Ron’s other caregivers a glimpse of both his struggles and the inner beauty expressed in his newfound words, Ron’s physician was doing her best to make his hospital stay more tolerable while trying to soften his caregivers’ edges, just as her own had been softened.

I will always be grateful to Ron for asking me to hand that simple piece of paper to his physician — for trusting me (and her) and for providing me with a personal story that so clearly illustrates why every patient should be treated with kindness and compassion. He has honored me with his legacy and with his story, which I’ve shared with hundreds of my students. And now, I share it with you.

Pulse logo 180 x 150Lisa Walker is a physician assistant. This piece was originally published in Pulse — voices from the heart of medicine. 

Image credit: Shutterstock.com

Prev

8 survival tips for families with babies in the NICU

February 3, 2017 Kevin 0
…
Next

Humanism in medicine: How much goes unnoticed?

February 3, 2017 Kevin 1
…

Tagged as: Hospital-Based Medicine, Pulmonology

Post navigation

< Previous Post
8 survival tips for families with babies in the NICU
Next Post >
Humanism in medicine: How much goes unnoticed?

ADVERTISEMENT

Related Posts

  • Building a bond of trust between patient and physician

    Michele Luckenbaugh
  • More physician responsibility for patient care

    Michael R. McGuire
  • Prescribing medication from a patient’s and physician’s perspective

    Michael Kirsch, MD
  • The triad of health care: patient, nurse, physician

    Michele Luckenbaugh
  • There are drawbacks when multiple layers are placed between patient and physician

    Elaine Walizer
  • The patient-physician relationship is in critical condition

    Ryan Enke, MD

More in Physician

  • Why doctors are reclaiming control from burnout culture

    Maureen Gibbons, MD
  • Why screening for diseases you might have can backfire

    Andy Lazris, MD and Alan Roth, DO
  • Why “do no harm” might be harming modern medicine

    Sabooh S. Mubbashar, MD
  • International doctors blocked by visa delays as U.S. faces physician shortage

    Arthur Lazarus, MD, MBA
  • How I redesigned my life as a physician without abandoning medicine

    Ben Reinking, MD
  • Why even the best employees are silently quitting health care

    Dr. Suhaib J. S. Ahmad
  • Most Popular

  • Past Week

    • Why are medical students turning away from primary care? [PODCAST]

      The Podcast by KevinMD | Podcast
    • Here’s what providers really need in a modern EHR

      Laura Kohlhagen, MD, MBA | Tech
    • Why “do no harm” might be harming modern medicine

      Sabooh S. Mubbashar, MD | Physician
    • How community paramedicine impacts Indigenous elders

      Noah Weinberg | Conditions
    • Why doctors are reclaiming control from burnout culture

      Maureen Gibbons, MD | Physician
    • How to speak the language of leadership to improve doctor wellness [PODCAST]

      The Podcast by KevinMD | Podcast
  • Past 6 Months

    • Why tracking cognitive load could save doctors and patients

      Hiba Fatima Hamid | Education
    • Why are medical students turning away from primary care? [PODCAST]

      The Podcast by KevinMD | Podcast
    • Why “do no harm” might be harming modern medicine

      Sabooh S. Mubbashar, MD | Physician
    • Here’s what providers really need in a modern EHR

      Laura Kohlhagen, MD, MBA | Tech
    • What the world must learn from the life and death of Hind Rajab

      Saba Qaiser, RN | Conditions
    • How medical culture hides burnout in plain sight

      Marco Benítez | Conditions
  • Recent Posts

    • Why doctors are reclaiming control from burnout culture

      Maureen Gibbons, MD | Physician
    • Would The Pitts’ Dr. Robby Robinavitch welcome a new colleague? Yes. Especially if their initials were AI.

      Gabe Jones, MBA | Tech
    • Why medicine must stop worshipping burnout and start valuing humanity

      Sarah White, APRN | Conditions
    • Why screening for diseases you might have can backfire

      Andy Lazris, MD and Alan Roth, DO | Physician
    • How organizational culture drives top talent away [PODCAST]

      The Podcast by KevinMD | Podcast
    • Why perinatal mental health is the top cause of maternal death in the U.S.

      Sheila Noon | Conditions

Subscribe to KevinMD and never miss a story!

Get free updates delivered free to your inbox.


Find jobs at
Careers by KevinMD.com

Search thousands of physician, PA, NP, and CRNA jobs now.

Learn more

View 2 Comments >

Founded in 2004 by Kevin Pho, MD, KevinMD.com is the web’s leading platform where physicians, advanced practitioners, nurses, medical students, and patients share their insight and tell their stories.

Social

  • Like on Facebook
  • Follow on Twitter
  • Connect on Linkedin
  • Subscribe on Youtube
  • Instagram

ADVERTISEMENT

  • Most Popular

  • Past Week

    • Why are medical students turning away from primary care? [PODCAST]

      The Podcast by KevinMD | Podcast
    • Here’s what providers really need in a modern EHR

      Laura Kohlhagen, MD, MBA | Tech
    • Why “do no harm” might be harming modern medicine

      Sabooh S. Mubbashar, MD | Physician
    • How community paramedicine impacts Indigenous elders

      Noah Weinberg | Conditions
    • Why doctors are reclaiming control from burnout culture

      Maureen Gibbons, MD | Physician
    • How to speak the language of leadership to improve doctor wellness [PODCAST]

      The Podcast by KevinMD | Podcast
  • Past 6 Months

    • Why tracking cognitive load could save doctors and patients

      Hiba Fatima Hamid | Education
    • Why are medical students turning away from primary care? [PODCAST]

      The Podcast by KevinMD | Podcast
    • Why “do no harm” might be harming modern medicine

      Sabooh S. Mubbashar, MD | Physician
    • Here’s what providers really need in a modern EHR

      Laura Kohlhagen, MD, MBA | Tech
    • What the world must learn from the life and death of Hind Rajab

      Saba Qaiser, RN | Conditions
    • How medical culture hides burnout in plain sight

      Marco Benítez | Conditions
  • Recent Posts

    • Why doctors are reclaiming control from burnout culture

      Maureen Gibbons, MD | Physician
    • Would The Pitts’ Dr. Robby Robinavitch welcome a new colleague? Yes. Especially if their initials were AI.

      Gabe Jones, MBA | Tech
    • Why medicine must stop worshipping burnout and start valuing humanity

      Sarah White, APRN | Conditions
    • Why screening for diseases you might have can backfire

      Andy Lazris, MD and Alan Roth, DO | Physician
    • How organizational culture drives top talent away [PODCAST]

      The Podcast by KevinMD | Podcast
    • Why perinatal mental health is the top cause of maternal death in the U.S.

      Sheila Noon | Conditions

MedPage Today Professional

An Everyday Health Property Medpage Today
  • Terms of Use | Disclaimer
  • Privacy Policy
  • DMCA Policy
All Content © KevinMD, LLC
Site by Outthink Group

Have a mean patient? Don’t take it personally.
2 comments

Comments are moderated before they are published. Please read the comment policy.

Loading Comments...