Thursday, April 26, 2007

Communication Lesson: The Doctor's Office

I went in for an annual physical exam the other day and had a reminder of how environment can affect communication.

For several years, I went to a doctor at a world-renowned medical clinic. Great doctor. Great place. But since he retired and my insurance would not cover the clinic, I shifted to another office and another doctor.

Once again, the doctor is impressive and the entire place seems to be well-run. I didn't feel rushed by the staff in any way and the doctor took a lot of time to go over my medical history and get updated.

There was, however, a difference.

The examination rooms in the first clinic had a warmer, more congenial, feel. There was some wooden paneling. The doctor had his desk and computer in the examination room and next to it was a comfortable sofa where you can talk before and after the examination. There was a small room in which patients could disrobe, hang their clothing, and change into a robe.

Result: Stress was reduced. Conversation was more informal and, I'd suspect, more informative.

The examination room in the second office had a cold and sterile feel. There was not an adequate area to hang up clothing. The conversation between the doctor and the patients takes place while the patient is either standing or seated on the examination table.

Result: Enhanced stress. The patient can't wait to get out of there.

Both doctors had pleasant manners and were thoughtful and professional. I like my new doctor and will be going back to him.

But if putting the patient at ease in order to gain additional information is important, why are many medical examination rooms so "user-unfriendly?" Some veterinary clinics have examination rooms that are exactly the same as those for people.

Some readers may say, "But wait. Think of the cost! That first clinic had wooden paneling."

That is a point. I'm sure the first clinic's examination rooms cost more, but they didn't cost that much more. They were hardly opulent. And if open and thorough communication between doctor and patient is important, shouldn't greater attention be given to the surroundings?

The medical community is hardly alone when it comes to routine acceptance of poor environments for communication. You can find oral boards at workplaces and universities that are conducted in settings that look like prisoner of war interrogations. I've seen employee orientation sessions held in conference rooms that appeared to have been designed to induce depression.

If we plan a dinner party, we pay attention to the lighting, the arrangement of the room, and the overall setting. We strive to create a certain mood because we know it will contribute to the success of the event.

It might help to ask ourselves: What mood is created by our workplaces?

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