Not just one role

I am currently treating a patient who I have worked with on two occasions but the latest session she did not attend. The PT informed me that in the past this lady can be tardy and has not showed up to two of her scheduled appointments without notice. On this particular day I was encouraged to emphasise the importance of punctuality to the pt. The pt attended her appointment 20 mins late and answered a telephone call as soon as the session started. Once she finished her call she then began talking about her week and how she has been forgetting to wear her hand splint.

I was slightly annoyed by the pt’s actions and I felt like she had no respect for her hand or other people. I remained polite about the attendance matter and further discussed that I would prefer if she could take future calls after the treatment sessions seeing she had already missed a large portion of the session. A second past and the lady burst into tears. I suddenly felt guilty and wondered if what I said or how I said it was too harsh. I the felt quite awkward and was not sure how to respond. I apologised about sounding like a nag but there are other pts waiting which is why being on time is vital. The crying slowed down and said “my best friend died last weekend and she has 3 children. I was just speaking to her husband...”. I felt very emotional and apologised on what had happened and advised her to keep wearing the splint as much as possible, and to give the clinic a call to reschedule another appointment in a few weeks once the situation has settled down a bit.

I HAVE LEARNT THAT WORKING IN AN OUTPATIENT SETTING YOU ARE SOMEWHAT DEPENDENT ON THE PUNCTUALITY OF YOUR CLIENTS TO ALLOW FOR EFFICIENT ORGANISTION. HOWEVER WE HAVE TO REALISE THAT OTHER THINGS GO ON IN THE PT'S LIVES. IT WAS UNFORTUNATE THAT THE SAME PT THAT I NEEDED TO ADVISE ABOUT ATTENDANCE ALSO HAD ANOTHER BIG ISSUE GOING ON IN HER LIFE. I BELIEVE THAT THIS SITUTAION HAS MADE ME REALISE THAT WE ARE NOT JUST PEOPLE WHO TREAT PHYSICAL PROBLEMS. AT TIMES, WHILST WE MAY HAVE TO TAKE A MANAGERIAL APPROACH TOWARDS OUR PT'S, WE MAY ALSO HAVE TO EXERCISE COMPASSION WHILST MAINTAINING A DEGREE OF PROFESSIONALISM.