Communication the Cleveland Clinic Way: How to Drive a Relationship-Centered Strategy for Exceptional Patient Experience

Chapter 7

Chapter 7

Individual Peer Coaching

What to Do About Dr. Jones?

“Do you know why we never see my husband’s urologist anymore?” A patient’s wife asked one day.

“No, tell me.”

“After Frank (her husband) had his biopsies done, the urologist called on the phone and I answered. He said to me, ‘Would you please do me a favor and tell your husband that he has prostate cancer?’ ”

The story reminded me of a time when I (Timothy Gilligan) was a fellow and was rounding on the patient of a famous oncologist. The oncologist wasn’t with me that day, and the patient asked me, “Where’s Dr. Doubt It?”

I was puzzled. “Who is Dr. Doubt It?” I asked. “You know,” the patient replied, “Dr. _______,” and he named the famous oncologist.