171 Ashley Ave.
Charleston, SC 29425
843-792-1414
800-424-MUSC
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July 2007
Letter From Our Chair
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L. Lyndon Key, MD
Professor and Chairman
Department of Pediatrics |
Dear faculty, Children's Hospital staff and other friends,
As I was thinking about professionalism, I realized that what I am really talking about is courtesy and genuine caring for our patients. Approaching health care in a big academic hospital is a scary business. I suspect our interns feel the pressure about this time of year, but many of us have forgotten the intimidation of going into the unknown at our most vulnerable, with our sick children, not knowing what will occur or what diagnosis will be made. For a long time, I have said in conferences and meetings that for most patients and their families, coming to the MUSC Children's Hospital is the most important thing that day. For many, it may be the biggest thing that they have ever tried to do. Our patients, and their families, need us to treat them with the respect they deserve as they courageously face unknown terrors and unfamiliar circumstances. Imagine how much a kind word or a gentle touch would mean.
Professionalism is having everyone, not only doing a good job, but doing it quickly, calmly and with compassion. Sometimes I see people sitting in nurse's or doctor's stations talking about their weekends or what they are going to do that night rather than speeding patients on their way in clinics or discharging them from the wards. Some people have said that we should not call our patients "customers." However, if we did treat patients as customers, we would adhere to the philosophy that the customer is always right. To paraphrase Jack Welch, former CEO of General Electric, "When we are not thinking about the needs of our customers (substitute patients), we need to think again."
Certainly, we all want to acquire medical knowledge competent skills, but many times it is the kind word, the gentle touch, the courtesy to be on time that means so much. If we want to provide our best in caring for our patients, we need to feel what our patients are feeling. This empathy will elevate our behavior to levels that will not only distinguish us as excellent, but will send a message that we truly understand how to care.
Sincerely,
L. Lyndon Key, MD
Chair, Department of Pediatrics
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