RT Book, Section
A1 Merlino, James
SR Print(0)
ID 1150323096
T1 Doctors Need to Communicate Better
T2 Service Fanatics: How to Build Superior Patient Experience the Cleveland Clinic Way
YR 2018
FD 2018
PB McGraw-Hill Education
PP New York, NY
SN 9780071833257
LK accessmedicine.mhmedical.com/content.aspx?aid=1150323096
RD 2022/05/28
AB Osbourne  Bodden  lives  in  the  Cayman  Islands.  For  most  of  his  career,  he  worked  in  the  financial  services  industry,  including  two  of  the  top  four  U.S.  accounting  firms.  He  had  recently  retired  and  was  now  running  a  small  business  that  he  had  inherited  from  his  mother.  The  night  before  I  opened  the  fourth  annual  Cayman  Islands  Healthcare  Conference,  I  was  invited  to  a  small  dinner  with  a  group  of  businesspeople  to  discuss  patient  experience.  I  had  the  pleasure  of  sitting  next  to  Mr.  Bodden  and  his  wife.  He  shared  with  me  the  story  of  his  mother  who  had  recently  passed  away.  He  described  her  as  a  “tough  old  bird,”  someone  who  had  opinions  and  “took  care  of  business.”  He  explained  how  she  had  raised  her  child  and  suffered  through  hardships.  She  started  and  managed  a  successful  small  business  in  1955,  becoming  one  of  the  first  female  business  owners  in  the  Cayman  Islands,  and  she  had  lived  to  the  grand  age  of  86.  He  went  on  to  tell  me  about  her  healthcare  experience.  He  had  been  very  close  to  his  mother  and  was  responsible  for  taking  care  of  her.  Together,  they  had  discussed  her  frail  health,  as  well  as  her  wishes  and  expectations.  When  she  became  ill,  she  feared  the  diagnosis  of  cancer  and  expressed  this  to  her  son.  He  had  taken  her  to  see  a  physician,  and  he  asked  the  physician  to  broach  the  topic  gingerly  so  that  his  mother  could  adapt  and  “warm  up  to  the  idea.”  Unfortunately,  the  physician  did  not  listen  and  blurted  out  to  his  mother,  “You  have  cancer,  and  we  have  to  start  treatment  immediately.”1