MESSAGE FROM THE PRESIDENT
Dear Colleagues
“The difference between the right
word and the almost right word is
the difference between lightning
and the lightning bug.”
– Mark Twain
W
hen I became President, one of the goals I
advanced was to reduce
complaints to a negligible number. I
want this not only because it would
allow us to focus more quickly on
serious complaints, not only because
it would ease the stress on the physician, but because it would indicate
we were practising better medicine,
more professionally.
Marc Gabel, MD
College President
As anyone who has sat on the College’s Inquiries, Complaints and
Reports Committee can tell you, a
patient complaint will often have
its roots in a communication issue
– whether it’s the absence of communications, misinterpreted communications, or perhaps communications done in a poor fashion.
Over the years, it has become
increasingly clear to me that the
ability to communicate well is not
just a good thing, it is an essential
thing. Indeed, it is an integrated
part of the medical task.
That is also the opinion of Dr.
Dawn Martin who offers individualized communication coaching for
physicians. These physicians have
either been identified by their hospitals, this College or the CMPA
as needing assistance in improving
their communications, or have
sought out Dr. Martin after coming
to recognize this need on their own.
In an interview on page 29 of
this issue, Dr. Martin makes the
point that poor communications is
often perception, not intent. Yes,
a patient may have raised concerns
about a doctor being insensitive,
or rude. However, it was never the
doctor’s intention to come across
that way. As Dr. Martin says, she
has never met a physician who calls
himself or herself uncaring, or who
sets out to communicate poorly.
Even if the problem is part of a
pattern, it’s difficult to be objective
about one’s own strengths, weaknesses and biases. We can all benefit
from feedback about our blind
spots. I know I certainly can. That
is why I find meaning whenever
a comment is made to me about
something I said. Whether it is
from a colleague, friend, partner or
patient, I listen carefully to what
they say. In providing this kind of
feedback (which can be difficult
and awkward to do), they are doing
an extraordinary kindness.
Certainly, receiving criticism is never pleasant, but it is important to
reflect on the comments and consider how you have been perceived.
And remember, communications
goes beyond content. Your facial
expression, your tone, your body
language are possibly more important than your words. They all send
a powerful message to the receiver.
DIALOGUE • Issue 2, 2014
5