Good bedside manner helps everyone

Bedside manner. You either have it or you don't. And bedside manner is not just health-care related, although you ought to have it if you are in health care.

I am currently on the East Coast speaking at various functions related to breast cancer for breast cancer awareness month.

And since I'm speaking in various health-care professionals' offices and even at a Bra-ha-ha event where health-care professionals will be present, I thought I would share what some of the best offices do to make staff and patients count and, of course, about the offices from "H-E-double hockey sticks."

In the best offices, your name is known, and so are things about you — your family and your health.

There is eye contact and your questions get answered. You don't feel rushed. You also feel a good energy in the office. You notice that the health-care professionals treat their staff like they matter and have say.

They do the same with you. You observe that passion to do the right thing is more important than a paycheck. You witness loyalty, trust, integrity, fun, love, respect, smiles, empowerment, creativity and innovation.

You've had such positive and memorable experience in this office — even though you've had an invasive exam — that you can't wait until your next appointment. You also can't wait to tell everyone you know about your experiences.

On the flip side at some offices you might see pretentiousness, cancerous behaviors, such as favoritism, special privileges, reprimanding staff in public, condescending and demeaning communication, bullying, gossip, sarcasm, cursing, disloyalty, harassment, affairs and staff walking on eggshells.

You might observe high turnover of staff. You might feel that you can cut the stress in the practice with a knife. You see that a paycheck is more important that doing the right thing.

Your health-care professional may continually look at his watch or the clock when you are in the examination room with him.

You leave and wonder why you keep going. You don't feel good about yourself or your appointment. You feel sick just thinking about the experience. You want to tell your family and friends how horrible it was.

I know one physician who allows patients to e-mail him. He also gives out his cell number.

I've e-mailed one of my doctors, one I've known for 16 years. When I e-mail him a question, usually, within minutes, he briefly responds. Sometimes he will return an e-mail with a phone call.