Patient comes to your first appt demanding admission for residential treatment of a substance use disorder Do you just appease them and refer? Or do you use some actual clinical judgment about their requested level of care and speak to them (therapeutically) about this?
The former is attending to the patient's choice but is an abrogation of your ethical duties to triage care to appropriate levels of medical care. This can be viewed as a UR issue, as well as clinical and ethical one.
Think of it this way: Patient present with CC of shoulder pain. His suggestion is to kick him square in the nards so that his shoulder pain isn't so prominent. Would this work? Yes. Is this clinically appropriate? No. You wouldn't appease the patient in this situation, right?
Patient comes to me on first appt demanding anything I establish the fact that whatever it is they want I cannot just open my arms and give it to them. I explain exactly what we have all said here. I can't just go with the flow - I swore to put your best interest above anything else, and I cannot in good conscience say that I know what your best interest is until I know more about who you are, what you want from your life, and what it is that brought you to be here in front of me now. Please help me understand. Explain yourself.
It's my call, and I'm not making it until I'm satisfied. That's how it's got to be, so work with me.
But it's how I get to that moment of deciding if I like the story or not that is important to me in this conversation. During my residency I found myself repeatedly feeling like there were missed opportunities for understanding that could have been prevented if there was just a little more respect for the intelligence of the patient, or a little more patience with the fact that althought they don't have a lot of education like we do, sometimes they have enough for it to matter.
Because I started seeing this problem. We have these patients at the teaching hospital outpatient clinic. They are supposed to leave the system. We're an acute care facility. We're supposed to devolve to a day hospital in their hometowns. Instead, I see them and sometimes their family members come in month after month, weary and disheartened by lack of progress. They are our paradoxical longtimers in an institution that isn't supposed to have any.
Used to be I couldn't do a thing. I sat in those sessions as a student, biting my tongue. I'd see opportunities to slip past as I see them try, as politely as possible, to present their little idea or paper printout, and watch them deflate as the person behind the prescription pad doesn't even read through the first paragraph. Or the ones that came in swinging only to get shot down for being too hostile but the content of that little rant was surprisingly cogent. Sometimes I've dug those printouts out of the trash, and read them all the way through...and felt like maybe the patient had a point. Over the years I would fill in here and there for a busy clinic or someone taking leave, and I'd run into these patients - now jaded and laconic and obviously distrustful of me on sight. That's not what they were like before.
And this wasn't just the patients of doctors I was working under who obviously were just bad apples (ther's always one...at the least). There were situations where this happened that I was actually shocked because I didn't expect that kind of reaction from my teacher given what I'd been taught. They did not practice what they preached - or at least it didn't seem that way to me. Or it was a friend or someone who's clinical judgment I admired. There are these moments where I wonder whether we listen to the things we say before we say them.
I've seen the jerk patients too. I know why we have to be careful. You give an inch and they they take a mile. The ones that look at your prescription pad like it's a cookie they want to steal out of the jar (which they might if they think they can forge your signature...).
But there's an issue with us not realising how often we end up behaving like jerks ourselves because WE have a problem and can't take no for an answer, or because we cut someone short who takes a while to warm up to their explanation, or we decide to cut to the chase because the clinic is really full and we can't get into this right now but don't put a clear "check this later" note in the file and the next person who is filling in at the clinic never knows to ask. And I don't know but it's like there's not an awareness that this missed opportunity to listen can literally cost lives.
There were some of these patients where I ended up taking over care later on when I graduated. I read their files, right through to that session I sat in on...and it was a shock. It looked above board. Nothing in that was out of place or suspicious. The notes they wrote down, the script written up... it looks all above board. But I was there. I saw those patients get smacked into submission. And they never left the clinic year after year after year. Many of them got branded as unresponsive to treatment and drifted into the arms of some nutter that put them on a cocktail so heavy it's a wonder their kidneys didn't conk out, or paradoxically they got blacklisted as "problem patients" and were put on such minimal regimes that they may as well have been drinking m&m's because the script wasn't a serious attempt to help them, it was just this vestigial perpetual rewrite that had been decreed by the senior registrar and nobody gave enough of a damn to fight for a change because this patient was tiresome and difficult.
And getting into it with them I obviously can't admit how I feel about this, but as I give them room to speak I watch them defrost in front of me out of these tense, hostile, defensive, laconic blocks into chatty cathies who are forthright and cooperative and compliant or wake up from these stupors of drugged hazes or depressions.
I want to know what we are doing about THOSE issues. I want to know how we are making sure WE don't inadvertently leave behind a wake of mismanaged, ignored patients who only needed a bit or room to explain themselves and be heard.