Reassuring the patient

I had various outpatient appointments after I left hospital, one specialist asked how I was coping, and for a few minutes I ranted angrily about my surgeon, I said some pretty awful things. This physician was lovely and listened patiently whilst I decanted all my emotions. When I finished he replied, “I spoke to your surgeon, you are on his mind”.

Those words took me by surprise, and I didn’t know how to reply.  It was exactly what I needed to hear, I needed to know that my surgeon hadn’t forgotten about me, that I hadn’t just become one of his many patients. It was the moment that I started to wonder if there was a caring side to my surgeon, that I hadn’t been open to seeing before. At that stage in my recovery, I needed those constant reassurances, I didn’t want to be angry at my surgeon.

‘Make every contact count’ is never more paramount than after surgical complications, a few kind words can help the patient appreciate that their surgeon does care about their patients, and that their complications weren’t due to negligent behaviour. Everyone, including nurses and physios can make a difference, but in my opinion, it’s the surgeon’s peers that have the power to make the greatest impact, they can’t speak on behalf of the original surgeon, but they are in the best position to know what that surgeon may be thinking.

It is easy to include reassuring language into a conversation, helping the patient feel like they are at the forefront of their surgeons thoughts.  For example, when referring to the original surgeon, use phrases such as “he’s concerned about you” or “she’s thinking about you”, remind the patient that “they are really sorry for what happened” and “they want me to keep them updated on your progress”. What is actually said will vary depending on the situation, but the principles will remain the same, that the patient is reminded that their surgeon is sorry and that their experiences have not been forgotten.

There’s a high probability that the patient will respond in an angry manner, it takes time to forgive, but long term, those kind words will be remembered and will make a difference towards the patient’s acceptance of everything that happened. In the same way as physical recovery is a team effort, everyone can participate in the patient’s emotional recovery. Those complications could have happened to anyone’s patient.