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

I’m your primary care doctor. May I take your order?

Anonymous
Physician
October 23, 2021
Share
Tweet
Share

My Tuesday out of clinic started off like any other Tuesday. I got up (sluggish, still chronically sleep-deprived), scrubbed my face and brushed my teeth, slipped into workout clothes then set to getting my two girls ready for school. After packing lunches, brushing hair, and waiving to the bus, I sat down to do what most of us do on our days out of clinic: check the dreaded inbox. Who knows what fresh torment it can accumulate overnight?

After 20 years in practice, I figure not much can surprise me. And then I’m surprised (again) at how easily I’m surprised. This morning started with an especially egregious patient MyChart demand. She started by saying that she recently had COVID-19. No surprise here: Our rural midwestern community is still awash in it. She went on to say that she had read that people who were recovering from COVID-19 were at high risk for heart attacks and blood clots. She asked for a “D-dimer and troponin, 5th generation.” We are fortunate enough to have our medical assistants screen the messages before sending them to our in-baskets, but this patient was not interested in my MA’s suggestion that she make an appointment to discuss her concerns. Nope. She was having none of that! She wasn’t paying for an office visit, and now that her labs came to her phone instantaneously, she only needed a lab order. “My doctor can’t treat my heart attack anyway.” She would look at her lab results herself and decide where to get care.

Welcome to Burger King Medicine. Drive through. Have it your way.

How did we get here? Is anyone else asking this?

Don’t get me wrong. There are things about the EMR that I love: instant access to lab results and consultant notes. Neat little tabs. Searchable files. Click here to see the X-ray! I’m old enough to remember flipping through reams of paper charts. Waiting patiently for films to be sent out in the ubiquitous manila packets. I don’t miss most of that. But direct patient messaging? Instantaneous patient results? Ugh. Yesterday I had a visit with a mother whose son had committed suicide during the pandemic. I held her hand as we both cried a little. These are not conversations that can be rushed. All while the patient in the next room was messaging through her patient portal. Her labs were back! She can see them! Why isn’t the doctor coming back in my room!

My order is up. Why hasn’t it been delivered?

I could see this coming. The pandemic put electronic access into overdrive, and some of it was really good. We now have new and innovative ways to connect with our patients. I’m constantly surprised at the ability of my elderly patients to pivot and adapt. Of all of us to pivot and adapt. We do virtual visits. We send results via secure messaging. Patients make appointments online, relieving some of the stress on our understaffed and overburdened phone centers. This is good!

But with the good comes the bad. The three-page medical messages. The unique hell of an abnormal lab or imaging result that is instantly released on the weekend or your day out of clinic. Who gets to deal with that now? Who answers the frantic call? Who comforts the patient who sends a desperate message into cyberspace? Did anyone think of these things when they made these laws? Pushed us all to adapt to the digital world?

I did. I think most of us in medicine did. But our voices fell on deaf ears. Big health care systems saw this as a way to improve patient engagement. Relieve stress of phone systems. Pad the bottom line for the financially-draining primary care service line. Legislators saw it as patient empowerment. Patients deserve to have their results in real-time! Damn the consequences. Damn the cleanup that physicians are forced to do on the backside.

So I spent my morning doing uncompensated, unappreciated work. We don’t get paid to answer medical messaging demands. We physicians don’t get paid for lab-only visits, but we are expected to deal with the consequences of the results. I guess after all of these years I’ve become numb to uncompensated mental work. Goes with the territory in primary care. We don’t expect to be valued or appreciated by insurance companies, health care systems, or, even sometimes, our specialty colleagues. We have always comforted ourselves with the soothing balm of patient appreciation. At least our patients don’t take us for granted. They appreciate what we do.

Until today.

Today the expectation has become: Can I take your order?

We have come full circle in a digital service world. Today, I have become nothing but the rate-limiting enzyme between a Google search and a specialty visit.

And I’m a really bad enzyme. I refused to place the orders. I drew my line and demanded that the patient make an appointment. I know all of you would do the same.

ADVERTISEMENT

I’m sure that tomorrow my patient satisfaction scores will suffer the consequences.

The author is an anonymous physician.

Image credit: Shutterstock.com

Prev

Technology's impact on dermatology [PODCAST]

October 22, 2021 Kevin 0
…
Next

For doctors leaving clinical practice: Do not consider utilization review jobs

October 23, 2021 Kevin 0
…

Tagged as: Primary Care

Post navigation

< Previous Post
Technology's impact on dermatology [PODCAST]
Next Post >
For doctors leaving clinical practice: Do not consider utilization review jobs

ADVERTISEMENT

More by Anonymous

  • When the white coats become gatekeepers: How a quiet cartel strangles America’s health

    Anonymous
  • Graduating from medical school without family: a story of strength and survival

    Anonymous
  • Why young doctors in South Korea feel broken before they even begin

    Anonymous

Related Posts

  • Primary Care First: CMS develops a value-based primary care program for independent practices

    Robert Colton, MD
  • Osler and the doctor-patient relationship

    Leonard Wang
  • Primary care makes a difference for patients and the nation

    Glen R. Stream, MD
  • More physician responsibility for patient care

    Michael R. McGuire
  • The many benefits of strengthening the primary care workforce

    Nicole Liner-Jigamian, MSW
  • Primary care faces a very difficult winter

    Ken Terry

More in Physician

  • How New Mexico became a malpractice lawsuit hotspot

    Patrick Hudson, MD
  • Why compassion—not credentials—defines great doctors

    Dr. Saad S. Alshohaib
  • Why Canada is losing its skilled immigrant doctors

    Olumuyiwa Bamgbade, MD
  • 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
  • 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
    • Why doctors are reclaiming control from burnout culture

      Maureen Gibbons, MD | Physician
    • How community paramedicine impacts Indigenous elders

      Noah Weinberg | Conditions
    • A physician’s reflection on love, loss, and finding meaning in grief [PODCAST]

      The Podcast by KevinMD | Podcast
  • Past 6 Months

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

      The Podcast by KevinMD | Podcast
    • Why tracking cognitive load could save doctors and patients

      Hiba Fatima Hamid | Education
    • 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

    • A physician’s reflection on love, loss, and finding meaning in grief [PODCAST]

      The Podcast by KevinMD | Podcast
    • How fragmented records and poor tracking degrade patient outcomes

      Michael R. McGuire | Policy
    • How New Mexico became a malpractice lawsuit hotspot

      Patrick Hudson, MD | Physician
    • How I learned to stop worrying and love AI

      Rajeev Dutta | Education
    • Understanding depression beyond biology: the power of therapy and meaning

      Maire Daugharty, MD | Conditions
    • Why compassion—not credentials—defines great doctors

      Dr. Saad S. Alshohaib | Physician

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 9 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
    • Why doctors are reclaiming control from burnout culture

      Maureen Gibbons, MD | Physician
    • How community paramedicine impacts Indigenous elders

      Noah Weinberg | Conditions
    • A physician’s reflection on love, loss, and finding meaning in grief [PODCAST]

      The Podcast by KevinMD | Podcast
  • Past 6 Months

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

      The Podcast by KevinMD | Podcast
    • Why tracking cognitive load could save doctors and patients

      Hiba Fatima Hamid | Education
    • 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

    • A physician’s reflection on love, loss, and finding meaning in grief [PODCAST]

      The Podcast by KevinMD | Podcast
    • How fragmented records and poor tracking degrade patient outcomes

      Michael R. McGuire | Policy
    • How New Mexico became a malpractice lawsuit hotspot

      Patrick Hudson, MD | Physician
    • How I learned to stop worrying and love AI

      Rajeev Dutta | Education
    • Understanding depression beyond biology: the power of therapy and meaning

      Maire Daugharty, MD | Conditions
    • Why compassion—not credentials—defines great doctors

      Dr. Saad S. Alshohaib | Physician

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

I’m your primary care doctor. May I take your order?
9 comments

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

Loading Comments...