A patient talks about health care

To all physicians: Read and respond to your messages.

When a prescription must be refilled, time is of the essence. Yet in practice, many health care professionals do not give this situation the same sense of urgency as do patients and their caregivers. I've waited more than two days for a refill, in spite of the pharmacy having faxed the physician more than once, in spite of three urgent messages, and in spite of office staff keeping me on hold for 40 minutes trying to track down a medical assistant to approve the refill.

To all healthcare assistants: Talk to the patient, not the wall.

I can't tell you how many times I've accompanied a parent to a clinic, where the health care assistant is walking quickly in front of you, leading you to an exam room, while speaking not to you, but to the wall ahead of her/him. Please mirror the walking pace of the patient, and speak loudly and clearly to them.

To all office staff leaving phone messages for patients: Enunciate and speak clearly and loudly on the phone

Your message and terminology are clear to you, but not to the patient. The patient is hearing this information for the first time. Be clear. Be understood.

To all healthcare providers: Consider the surroundings and décor of your offices. I've visited countless rooms where blood is drawn under less-than-pleasant conditions. Drab colors on walls or worse, stark "operating room" white, no room to place a patient's purse, sweater or coat, or that of their caregiver, and the sound of hand dryers and toilets flushing so loudly you would be alarmed.

Finally, please call your own office phone number to discover how patients must navigate your system for appointment-making and message-leaving. You may be shocked.

Theresa M. Gargano-Adamski

Mount Prospect