The First Encounter

Abstract

“Do unto others as you would have them do unto you” is as true in surgery as it is in life. Two colorectal surgeons, one a 40-year veteran and another new to her practice, share their insights into how to create an environment of trust and cooperation for the patient while also making efficient use of physician time and generating referrals. Key lessons include how to manage a patient’s needs and expectations from the first phone call, or from the initial physician referral; how to present yourself to inspire confidence in your care; how to best interact with patients and other physicians by phone and e-mail; how to conduct difficult patient conversations (i.e., ostomies, neoadjuvant therapy); how best to counsel a patient and get consent; how to use the Internet to promote your practice and guide a patient’s research; how to assure that a patient follows through on his or her “to do” list; and how to communicate with a patient’s family members, as well as other physicians. While you may already have your own style, we hope you will be able to glean something valuable or prompt reflection into how to better approach this crucial time period in caring for patients.