The Customer is always right?
As a chiropractor armed with the qualifications and experience particular to your field, the adage that ‘the customer is always right’ may sometimes sound with discord in your finely tuned professional ears. However, it is an adage worth adopting in your day to day practice.
You have a special relationship with your patient
There is no doubt that you are legally recognised to hold a special relationship with your patient. A patient comes to you in trust, wishing to draw on your experience and skill set, to assist them with whatever ails them. Implicit in this relationship is your obligation to provide a high standard of care, both in relation to your treatment and your dealings with your patients.
At times you may be faced with a patient with little or no understanding of their physical or emotional condition, often in distress and seeking urgent attention. Whilst you may be confident about what care your patient needs, following history taking and assessment, if your patient displays some hesitancy or concerns in some way, you must not forget that your patient’s decision making autonomy is paramount.
Patient interests are your priority
It is important for you as a health professional to always have the patient’s interests as priority. This does not simply extend to the patient’s health, it also involves the patient’s level of trust in you and their say in what happens to them.
Whilst in some situations you may be frustrated by the naivety or hesitancy of some patients you deal with, it is important not to patronise your patient or feel that it is not worth the time to ensure that they understand fully the nature of what you are about to do. This is because it is your patient’s decision as to whether they undergo treatment by you or not. Before they can make such a decision, it is important for you to:
- After assessment of their presentation, tell the patient of your provisional diagnosis;
- After describing your provisional diagnosis of their condition, explain to them what type of treatment you recommend and how this is going to occur;
- After you describe the type of treatment you wish to utilise in their ongoing care, tell them about potential risks or consequences that may follow from such treatment;
- Ensure that your patient signs an informed consent form which is not just couched in general terms but is specific to their presentation and the type of treatment you are to provide.
Only armed with such information can a patient make an informed decision as to whether to undergo treatment with you or not. It is also important to remember that the issue of a patient having adequate knowledge is not based on what you consider to be relevant to the patient but what the patient considers to be relevant.
For both your sakes, you should write down such discussions, using your own codes if helpful, in the clinical records. In line with adopting this adage toward your patients, if a patient raises a complaint, do not rebuff or ignore their comments. If you take the time to listen and respond to their grievances (whilst not admitting any fault), you are more likely to avoid a harrowing claim for damages or disciplinary proceedings being lodged against you. Of course, you should also notify your professional indemnity insurer as a matter of priority.
Conclusion
Giving each patient the respect and information about their condition and the treatment they are entitled to receive, together with the provision of the appropriate treatment, will help preserve your professional status. If you adopt the philosophy that the patient is always right, unless proven otherwise, you have a greater chance of ensuring that your patients feel that they have entered your care with knowledge and approval, which will only improve the outcome for all concerned.
This article was written by Nevena Brown of Guild Legal on behalf of Guild Insurance Limited AFSL No. 233791.
