The Transformation

My daughter and I made a visit recently to one of our local health care clinics here in Little Rock with my grandson Cole. The sign in front of the clinic indicated that "walk ins" were acceptable. Even though we knew a wait would likely be necessary, we were determined that he was ill enough to see a pediatric specialist. After completing the required paperwork for insurance purposes, we waited forty-five minutes in the primary waiting area while the staff and physicians were on their lunch break. We went back to the pediatric waiting room exactly at 12:30 when we were told everyone would be back on duty. The nursing assistant conducted the usual pre-exam (taking Cole's temperature, measuring his height, and having him step on the scales for his weight). Cole asked, "Are you the doctor?" since all of his physicians in the past have been female. She laughed as if quite surprised by his question and replied, "No, you'll see the doctor soon."

The other "walk ins" sitting by us were a brother and sister evidently suffering from the lingering effects of the flu. When the young doctor arrived, wearing jeans and a casual shirt, he saw a full waiting area. He immediately began chastising his staff saying in a loud voice, "You must be kidding! Call the desk up front and tell them NOT to send any more patients back for me to see. I am overloaded already. I'll see these three but NO more." At that point he strolled back to a Coke machine and returned with a caffeine-laden Dr. Pepper. We continued to wait but talked with the other "walk ins" about the obvious lack of a bedside manner for sick people. My daughter and I dreaded going back into the examining room with Cole.

We sat for just a couple of minutes in the room, however, before we noticed "the transformation." The young doctor who had just been berating his staff (and seeing their eyes roll indicated to us it was likely not the first time) was polite, caring, and not rushed. It seemed evidence to us of a Dr. Jekyll, Mr. Hyde split personality change. He leaned against the cabinet after his examination of Cole and talked about what symptoms Cole could expect in the coming hours using a common vernacular like "puking." We left the office remarking upon the personality change.

My husband, who worked as a health care mid-level administrator for twenty-six years, was sympathetic to the doctor indicating that our health care system in general was in great danger. This situation is likely due to managed care rules which promote the booking of far too many patients for a doctor to see during a normal work day. Obviously, if this one doctor's behavior is any indication, the strain under which our doctors work is unhealthy for them--and for us who have no other alternative. Perhaps the coming revisions in the nation's health care system will bring about much needed changes.