A View From the Trenches

I Just Work Here!

A wonderful lunch with the family was spoiled by an inconsiderate waitress and manager.

We were seated for lunch at a popular and crowded chain restaurant, known for their seafood. Most of the seats were filled and the turnover was quick. After taking our order, we relaxed and took in the shoreline scenery; it was a beautiful Southern California day. We were so taken by the wonderful view that we scarcely noticed that it was over 25 minutes since we ordered. In the meantime, three other tables had been seated, ordered, and received their food. We queried our waitress and several other waiters to check on our order. Ten minutes later, our order came. The waitress explained that the chef was running behind because we ordered a fried dish. I looked around and pointed to the three other tables and stated, "Then why weren't their meals delayed? Besides, one of our dishes was a steamed appetizer that could have been brought out separately."

The waitress mumbled inaudibly then said, "I'm sorry. I'll check with the chef again"

Another ten minutes passed when the manager appeared.

"I understand there was a problem."

We explained the situation and he said he would check on it. When he returned, he explained the chef simply could not get to our order and apologized. I answered his explanation by pointing out the inconsistencies. "I could accept all of this if the waitress just told us the truth instead of giving her excuse that it was because our dish was fried. I would respect your organization if you simply told the truth."

"Hey, it's not my organization, I just work here! Look, what do you want me to do? I can give you a free drink, dessert?"

"You're the manager, you decide what is right. That's why you're in the position you're in. You make the call."

In the end, the check was taken care of by the manager.

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I believe the manager did make the correct decision. It was painfully obvious the waitress fabricated the story and he knew it. What bothered me the most about the exchange and the incident was his declaration, "I just work here!"

Regardless of his position in the company, to many customers in the restaurant, he is the face of the company.

In California, pathologists are not employees of the hospital they serve but are contracted to provide professional services and oversight of the laboratory personnel. Thus, we are not employees of the hospital. Yet, for many patients, we are the representatives of the hospital and sometimes its face.

I recall a pathologist-colleague who was asked to perform a bone marrow on a patient in the outpatient area of the hospital. The procedure went smoothly and a few weeks later, a letter was written to the hospital CEO praising the excellent care this hospital pathologist provided to him. The patient had no understanding nor did he care to know of the vagaries of contractual relations between the pathologist and the hospital. All he knew was the pathologist was the doctor who worked at the hospital and, for those few minutes, he was the face of the hospital.

When things go wrong in the laboratory, it is tempting to throw our hands in the air and declare, "I just work here!" While that may be true, we, as pathologists, need to be mindful that for many patients, we are the physical embodiment of the hospital or laboratory we oversee. When conflicts with patients occur, excuses may be given but we need to resolve these conflicts by acting as an ambassador of the hospital or laboratory, transcending our role as a contracted physician.

What do you think? Please email your comments. I will post them anonymously. If you would like to share your trench stories, please email them to our site. Patient and physician confidentiality will be maintained.

Submitted by Paul K. Shitabata, M.D.

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First Posted August 22, 2005