Hear Directly from our Clients
Dr. Reem's Cost of Caring
Reem works as a GP in a busy suburban clinic. Her stress response has been activated all morning because she's been running late from the very first patient of the day. All the patients since have told her how frustrated they are to have sat in her waiting room for a long time. She cares deeply about this, which is why she feels so stressed. But she cares more about the patient in front of her getting her full attention and good medical care. The result is that every patient pays in time as they wait. Reem justifies the patients waiting by saying to herself, "When they need a longer consult, they know they will get it". Reem is willing to accept the patient complaints as part of the process for the good care she provides.

Dr. Gina's journey on How Stress Shapes Workplace Interactions

Gina has started working in a new hospital. This is her third week. She approaches Martin as he is finishing up. Martin has worked at the hospital for six years and is responsible for the rostering. Gina asks Martin a question about a shift in a month's time that she'd like to swap with someone. She is polite and warm in her approach.
Martin has been on call the last two nights and has been at the hospital most of the time. He has been fielding rostering questions constantly for the past few days. He believes a doctor should coordinate the roster because an admin person doesn't understand all the implications, but after doing it for two years he's starting to think someone else should take a turn. He brushes Gina off, telling her he's on his way home and she should send him an email. Martin doesn't look her in the eye, and although she notices he looks tired, she thinks to herself, "He didn't need to be so rude".
Gina wonders if she is going to be okay at this hospital; it was such a struggle last year at her previous job.
Dr. George's realizations on Saving Time by Slowing Down
George is an anaesthetist. His patient, Samira, shared a past trauma with him because she was wondering if that's what was making her anxious about her surgery. George stayed with her and listened for another minute or two, allowing her to say out loud what was worrying her. This reassured her, and she seemed to calm a little. George couldn't control Samira's response, but his relaxed manner and willingness to listen without discounting her experience made a difference. This in turn had a positive impact on the whole surgical team. This interaction took George a little longer at the beginning, but ultimately made the whole interaction smoother and easier, overall saving time and energy for the healthcare team and Samira.


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