Advice(You)

 Would You Want You?

I’ve said it before, and I still believe it: I try to treat every patient like they’re family. That doesn’t just apply to the patient. It applies to their family members, too. The people standing in the room, pacing the hallway, asking questions, or just watching quietly. They’re part of the call, whether we like it or not. 

One of my goals on every call is this—if I ever see that patient or their family again, I want them to remember me in a good way. I want them to remember that I listened, that I cared, and that I made things just a little better in a moment that probably wasn’t a good one for them. Unfortunately, we’ve all walked into scenes where another crew has already been there, and the first thing you hear is something like, “I hope you don’t treat us like the last crew,” or, “Oh, thank God, it’s not the same people.” That tells you everything you need to know.

Somewhere along the way, that patient or family felt dismissed, disrespected, rushed, or talked down to. Maybe they weren’t listened to. Maybe they weren’t taken seriously. Whatever the reason, trust is already damaged before you even introduce yourself. Now you’re playing catch-up.

I’m not going to badmouth another crew in front of a patient or their family. That doesn’t help anyone, and it’s not professional. But I might go talk to that crew later and ask what happened. There are always two sides to every story.

On the flip side, I’ve gone back to places years later and had patients or family members remember me. They’ll tell me they do, and I’ll usually joke and ask, “Was I nice?” They always say yes. That matters to me. Because you never know who you’re dealing with. That patient might be related to someone you work with. They might know your supervisor. They might go to your church. Or they might just be someone who remembers how you treated them on one of the worst days of their life. Respect and compassion go a long way in this job.

Ask any EMS provider this question: if you needed an ambulance, would you check to see who was working before you called—just to avoid a certain person or crew? Most people won’t admit it out loud, but the answer is often yes. That shouldn’t be the case. We need to be the kind of crew that when we walk in the door, the person who called is relieved we’re there. We need to have confidence in all of our providers so that no matter who shows up, people feel safe, heard, and respected.

At the end of the day, a simple question keeps me grounded:

Would I want me taking care of my family?

If the answer is yes, I’m doing something right.
If the answer is no, I’ve got work to do.

Be the crew people are glad to see walk through the door.