A few weeks ago, I cared for a patient in his 80s who had been admitted to the hospital after a fall. Despite undergoing a series of tests, including imaging and lab work, the results showed no fractures or hematomas. However, he remained in significant pain, unable to lie flat, stand, or even get out of bed to use the bathroom. As a result, he frequently required assistance for basic needs, including standing moving his bowels.
While making rounds, I walked into the patient’s room, and he greeted me with, “Perfect timing. I’ve been trying to get somebody’s attention but failed.” Before sharing his needs, he expressed his frustration. He explained that before choosing to come to the hospital, he had researched its ratings and reputation, finding it highly rated. Based on this, he had high expectations for his care. However, his experience thus far had fallen short of those expectations, leaving him disappointed.
When I asked what I could do for him, he said he just needed his table moved closer—something so simple.
This encounter highlights a significant issue in healthcare: managing expectations in an incredibly complex field. Hospitals, like any business entity, compete with one another and often overpromise in their advertising. This can lead to situations like my patient’s, where the reality of care doesn’t match the expectations set by flashy promotions. Healthcare, unlike a five-star resort, cannot be marketed in the same way. It involves challenges like unpleasant realities, uncertainty, and even death, which must be taken into account.
Having had experience in other industries before entering healthcare, I can confidently say this field stands apart in terms of difficulty. This is not career bias but an acknowledgment of the multi-dimensional demands healthcare professionals face daily.
Healthcare is uniquely complex because it operates at the intersection of physical, emotional, and psychological factors. Clinicians are not just treating illnesses—they are simultaneously managing the fears and uncertainties of patients and their families. This requires balancing medical knowledge, clinical assessments, and effective interventions while striving to deliver a positive patient experience. The sheer number of moving parts makes this an extraordinarily challenging task.
One significant barrier to meeting patient expectations is staffing. If we had enough staff, it wouldn’t have taken so long for someone to enter the patient’s room and move his table. Unfortunately, the healthcare industry is notorious for burnout and high turnover rates. The demanding nature of clinical work leads many professionals to leave the field, while younger clinicians often do not stay long enough to establish roots. Hospitals are caught in a constant cycle of hiring and losing staff, which inevitably affects patient care.
These challenges are well-documented and frequently discussed among clinicians at staff or even board meetings.
Returning to my patient, I reassured him that we were committed to doing everything possible to improve his experience. After meeting his needs, he thanked me for taking the time to listen and for helping him feel valued. I, in turn, thanked him for trusting us with his care.
Health is a universal experience, and the lack of it is often felt immediately. This is why I consider it a special calling to provide care with empathy, knowing that any patient could easily be a loved one or even myself.
If you or a family member have ever had a hospital experience, I invite you to share your story in the comments section. Healthcare is a shared journey, and your insights could help shed more light on the challenges and triumphs within this essential field.
Thank you for reading.
Yours in care,
Pal Ronnie
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