When Professionalism Is Missing From Patient Care
- Denise L. Townsend, Writer
- Feb 27
- 4 min read
If you have served or currently serving in the service, then you know that some doctor's appointments can be scheduled at outside community care clinics rather than at the VA Hospital. This can be for several reasons: limited access to a nearby VA facility, physicians schedule, specialty clinics, etc. However, veterans still deserve professionalism, courtesy, and respect.
On this particular day, a veteran had a community care visit as a part of the VA claim process. They made it to the designated location early. What the veteran did not realize was that the clinic was actually inside a bank, so from the moment they walked in, disorientation set in. The VA patient took the elevator upstairs and walked in several directions trying to figure out where exactly to go for the appointment.
The patient tried the door of all the clinics on the floor and checked one last office and finally saw the sign confirming this was the right place. As the button was pressed to open the door, it was noticeable that no one was at the front desk. The patient stood there for a moment, waiting for someone to acknowledge that a patient had walked in, then posted on the plexiglass was a small sign that read, “Ring the bell to let a staff member know you are here.” The bell rang a sound alerting the staff that a patient had arrived.
A young woman came around the corner, purse in hand maybe just returning from lunch or a work break. Her body language said she was either upset, tired, or simply ready to go home. She never greeted the patient nor made eye contact as she approached the window. The patient said, “Hi, I’m early, I just wanted to let you know I’m here.” Her response: “What is your name?” Not a “Hello,” no “How may I help you, please?" just a direct question. It seem very rude, but she did get me checked in, so I decided to overlook her demeanor for the moment. There was a water cooler nearby, so the patient went to get some water and sat back down. A lot of veteran patients suffer from PTSD, so the patient looked for all the entrance and exit doors and tried to choose a seat where all the entrances and exits could be seen from where they were sitting.
A moment or two later, a door slightly to the right side of the patient flew open and startled the patient nearly dropping the cup of water in hand. The patient had not even realized it was a door leading to the exam rooms; there was no sign, nothing indicating activity behind the door. As the veteran took another sip of water and tried to settle their shaken nerves. The door opened again. This time a woman stepped out into the waiting room, while holding the door open with a lean and not wearing a physician’s coat, so it was difficult to determine who the lady was honestly. The patient said, “Oh, let me grab another cup of water,” which took maybe four seconds to grab a small cup. The lady holding the door rolled her eyes as if that brief pause inconvenienced her. Once entering the exam room, the plain clothes lady sat down in a chair with a white linen coat draped over the back. Although, the lady did not introduce herself. It was fair to draw the conclusion that she must be the doctor.
The patient was not sure about the reason for the scheduled appointment. Their paperwork did not clearly state the purpose for the visit or if it did, it may have been overlooked. The doctor’s first words to the patient were: “So what is causing your condition now since leaving the military?” I repeated her question back to her, with a question mark inflection in my voice. The female doctor repeated the question again, this time with a little more edge, as if the patient was making her irritable. The patient explained, “They didn’t know what the appointment was for.” The doctor stated, “Didn’t you file a claim for an increase?” patient asked, “For what?” Doctor replied and stated what the listed condition was, so the patient responded with “oh, yes, I do remember filing a claims a four to six weeks ago. "Is that what I’m here for?” She said, “Yes,” and then added, “Yeah, I don’t know why the VA does that,” referring to the lack of clear information that many veterans experience when it comes to the claims process and related appointments.
By the end of the visit, her demeanor had improved, but the overall experience still did not feel professional. From the unclear location to the lack of greeting, the eye‑rolling, and the way the appointment began; it left an unfavorable experience in my opinion, her attire was also very inappropriate for the workplace and did not reflect the level of professionalism veterans deserve when seeking care.
My hope in sharing this is simple; that medical staff remember we are human beings. Not just a claim number and that basic respect, clear communication, and modest, professional presentation still matter in the workplace.
Thank you, and respectfully,
U.S. Veteran
Comments