In India doctors has always been considered and given the status of God but with the inclusion of medical services under consumer protection act consumer relationship has started between a patient and a doctor.
In the US and UK the patient is considered God and in Japan a King. In India the patient is now considered as a boss. As the boss can fire his employee so can the patient in today’s consumer health industry. The patient, therefore, should never be taken for a ride or for granted.
Patient should, therefore, be treated like a consumer and all the principles of consumer industry should apply to medical fraternity. Unfortunately, the medical professionals are not taught how to attend, treat and provide services.
50. SERVICE, remember the word SERVE: Service, Excellent, Respect, Value and Enthusiasm. Provide excellent service full of value and respect in an atmosphere of enthusiasm.
51. A matchstick has a head but no intelligence. Always think. Take a conscious decision. Do not just be a follower.
52. When ever you are making a statement ask your self: is it the truth, is it necessary and is it kind. If any one of the answer is no do not speak.
53. When ever you are going to take a action ask your self, Is it true, is it necessary, will it bring happiness to me and to others? If the answer is no to any one do not attempt.
54. Always believe in non-violent communication. The principles are observation, feelings, need and request.
55. When narrating or conversing always use “quote unquote”. Always give the actual observations and not your interpretations.
56. Give your feelings and not the analysis. Instead of saying he hurt me say I got hurt.
57. Put a board “thanks for not smoking ” instead of“ any smoking”.
58. In your office write a sign board “ my answer is yes, now tell me your problem”
59. Satisfy your needs and not what you want.
60. You get what you deserve and not what you want. Be contended.
61. Always request and not order. Even a safai karamchari has self-esteem.
62. Creativity is diversity. The cycles involve intended intention, information gathering, information reshuffling, break (incubation period), insight, inspiration and implementation.
63. Smile it costs nothing. Always greet with a smile. A smiling photo in the clinic always helps.
64. Never criticize others in their absence: have the courage to speak in their presence. Your criticism will reach them in no minutes.
65. Do not believe in gossip. Tell a sentence and ask the person to pass it on till it comes back to you. And see how much it has been distorted. Gossip is something talked about a third person in his or her absence and not based on truth or without a reference.
66. Dirty linen or a dirty fish. Take it out. Do not keep people who create nuisance in the organization.
67. Do not believe new comers at first instance. Think before making a deal. Do not get attracted with new proposals. They may not get finalized.
68. Do not make patient as friends. Always keep a distance. When visiting their house do not sit with them and have a dinner on the dining table.
69. Always have a female attendant when examining a female patient.
70. Respect patient privacy. Do not talk about the illness to others without patients consent.
71. Never resist second opinion. The patient has the right for the same
72. Never deny case records to the patient. Every patient has a right to receive them legally within 72 hours.
73. Never ignore an emergency. You cannot refuse to see or attend an emergency. Weather you get your fees or not. It can have criminal implications.
74. Never give telephonic or email consult: You are legally bound as if it was a regular consult.
75. If prescribing a medicine on phone pronounce the alphabets. Remember two drugs may sound similar.
76. Write legibly. Write drugs in bold letters so that there are no mistakes.
77. Never write 4U insulin. In one instance he received 40 units. Always write units and not U.
78. Never write .25 mg always write as 0.25 mg. Other wise there are chances the patient may take 25 mg in the first instance.
79. Never write a prescription “paracetamol 8-2-8” instead write “paracetamol 8am 2pm 8pm”. There are chances the person may take 8 tab in the morning, 2 in the afternoon and 8 at night.
80. Give the option of generic named drugs from a standard company to the patient. They may be cheaper.
81. When writing a prescription write the most important drugs on the top and not otherwise. This is how the patient is used to.
82. Write clearly when you want the patient to take the medicines. Otherwise his assumption will be not to take empty stomach.
83. Explain the patient about the charges. They think hospital as a hotel not realizing that all charges vary according to the category chosen in a hospital.
84. Never argue with you seniors in others presence. You may win arguments but loose relationships.
85. Never criticize your colleagues in front of the patient. Even if they have made a mistake.
86. Negligence is not error of judgment but inability to provide average degree of care.
87. Remember the magnitude of care may vary but the standards of care should be the same.
88. Do not call your colleague as a trainee, student or a junior. The patient may not understand that language.
89. You have a right to refuse a patient provide it was not an emergency.
90. You have a right to choose your fees.
91. The business laws are: Profit, policy, happiness. Your policies should be such they not only ends in savings but also provides happiness to you, your patients and your employees.
92. Even to your relations give consults in your chamber. You will have a better respect.
93. Do not give walking consults in parties. Insist them to come to your chamber.
94. Always update your knowledge. The patient is well read today.
95. Never shy of saying, “ let me read about the subject”. Even judges do the same.
96. Always ask the patient about other doctors he or she is seeing. There are chances he or she may be taking drugs from dentist, ortho or gynae doctor already for different ailments.
97. Always ask for the old records. No one will excuse you of missing drug reactions mentioned in the old records.
98. Never hurt the religious sentiments of patients. Respect all aspects of their emotions.
99. Remember the Vedantic phrase:
Watch your thoughts, they become your words.
Watch your words, they become your action.
Watch your action, they become your habits.
Watch your habits, they become your character.
100. Sow an action and reap a habit.