How does “star sickness” develop and manifest?
The chain of symptoms can be easily traced: the specialist mastered a number of modern treatment methods; passed training courses with famous masters; he has a good record of primary patients; there are no complaints about the quality of treatment, or they are rare, or remain undetected; against the background of colleagues, the doctor’s clinical results are no worse, and perhaps better, than those of colleagues; earnings are good; perhaps one of the mentors once praised for skillful hands.
For a person with reduced self-criticism, such a set of self-image is enough to feel the crown in my head and reason like this: “I am a pro”, “I know my job perfectly”, “I will always find a job for myself”. Since the “manual” attitude prevails in self-esteem of mastery, this leads to the denial of the special importance of the ability to establish trusting, emotional contacts with patients. The development of the doctor is slowing down.
Vanity is a terrible force acting within us and against ourselves.
V. Hugo (1802-1885) – French poet, novelist, playwright.
The ideology of selling their services is denied, the argument that the doctor must learn to sell their services is shocking. Managers are trying to explain that the modern patient is a consumer of services, i.e. the client, therefore, it is necessary to observe his rights, coordinate all decisions with him, justify the treatment plan and cost. In response, an objection is usually heard: “I am a doctor, not a shop assistant.” When the disagreement goes deeper, the menacing is heard: “I can file an application.”
“Disease” usually manifests itself in a relationship with patients. The doctor’s work with patients is dominated by the philosophy of paternalism (from the word “father, teacher”): “I am a doctor and I know what and how to do.”
However, such a mentality is contrary to the expectations of customers and the content of the Law of the Russian Federation “On Protection of Consumer Rights”. In accordance with its provisions, the client must be provided with complete and objective information about the services, it is necessary to coordinate the plan, stages, cost, time, technology and materials with the plan before starting treatment. The dentist must explain to the client what may be incomprehensible, explain his position. The doctor has the right to reasonably refuse to carry out treatment if it can cause harm or does not comply with medical canons. But domination, independent decision-making or unsubstantiated statements like “I think so” are excluded.
Case studies that testify to “stardom”:
… An orthopedist is a master of the highest class, is fluent in speech, is young and handsome. But … “fingers holding a fan.” Sometimes an arrogant tone in communication with a patient allows, which, as it seems to him, “will not pull” the cost of treatment. ” The patient at the consultation says that he was told in another clinic about the treatment plan, but our “super master” passes the information by the ears and says: “You need to do as I say.” A correct, adequate approach to the situation is proposed, but the patient does not respond to the essence of the proposals, but to the form of the narrative – ambitious, self-confident. And, alas, he goes to a less professional doctor who was kind and respectful to a person.
… In classes in psychology, the listener makes it clear that he knows everything, he has long learned the secrets of communicating with patients. But then it comes to him to formulate the necessary thought for the patient, to correctly use the recommended technique for influencing the partner. And it becomes obvious to all participants: there is a lot of ambition, but skills are not visible.
… In the feedback reviews, patients complain: “the doctor did not really explain what he intends to do,” “he promised that everything would go painlessly, and the child screamed in pain for 20 minutes.”
… The administrator calls the resident and informs the doctor about the time of reception: “The patient is already in the clinic.” Answer: “I drink tea, let it wait. I am a doctor”. The appendage to the phrase gives a “stellar” personality.
The owners of the clinics began to discuss the situation with excitement: how to resist the “star disease” that affected some of the dentists of young and middle age. Most often, these are by no means “cool” and gifted doctors as they think of themselves. But all the same, it is a shame for the owner when the doctor does not perceive the remarks, conducts medical documentation poorly, and gets out of team style. “I taught the doctor with my own money, provided technology and materials, and provided advertising. Where is human decency and gratitude ?! ” Very emotional business owners propose almost putting a “black mark” on “overwhelmed” colleagues – letting go of a disapproving opinion after the retired train.
If our “patient” were self-critical, then I would understand the following:
what he owns today is not the pinnacle of mastery, for the process of professional development is endless;
the more you study something, the more questions arise;
often he evaluates his potential knowledge, rather than real manual skills;
most often, he takes into account his manual skills and ignores the ability to carry out an informational presentation of services.