John Launer: Putting on a performance

For several years I worked in an educational department called a performance unit. We supported doctors who were perceived to have performance problems, which sometimes showed itself as rudeness to patients or colleagues. Many of those referred to us had health, domestic, financial, or other problems that had triggered this behaviour or amplified it. We tried to help them deal with such problems, while recognising that these didn’t excuse the harm and upset they caused to others. When we tackled them on their manner or behaviour and suggested that they improve these they sometimes asked, “Are you telling me I’m meant to put on a performance?”The answer, of course, was yes. Doctors who are good at their work usually make a conscious effort to appear courteous and attentive, even when they’re feeling anxious or distracted. Conversely, poor patient care commonly goes alongside disrespect, and the two can feed off each…
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