Many of us have witnessed the giving of bad news to a patient. It is never a pleasant experience. Unfortunately, some medical professionals are simply not skilled enough to share bad news in a way that is both compassionate and comprehensible. And even if they are, it is still bad news after all.
Recently, the media reported the story of a patient and family in California who received bad news via “a robot.” On its face, that doesn’t sound like a very good idea. If you take a minute to watch the clip from CNN’s website, you can see a doctor speaking to a patient through a video device, so it wasn’t exactly a robot delivering the news. It’s a short clip, so it is difficult to reach a conclusion on the nature of the encounter, but it is clearly bad news for the patient. The media reported that the family was upset, the HLN news anchor called it “callous,” and those of us who work with patients on a daily basis see another setback in patient relations.
In an important reaction to this story, ICU physician Dr Joel Zivot notes several salient points:
“This is not a failure of technology, it seems. More likely, it was a failure to communicate via anymethod. Medical schools are bad at teaching how to deliver bad news. Patients often don’t know how to receive it, either. A doctor-patient relationship of trust can successfully occur over the phone and be bungled completely in a fac-to-face encounter. We do not know the mind of the doctor, of what came before, or the mental state of the patient or his granddaughter. Absent that, this story tells us nothing about whether remote technology should be used to deliver this sort of news.”
More training is needed for these important conversations. There are multiple resources available for those willing to learn, including the SPIKES framework, noted by Craig Klugmanin a recent blog. Above all, we must continue to respect the humanity of each patient. As Zivot concludes, “Technology is the helper to the physician but not presently the replacement. If we allow the technology to strip away our common humanity, we will all be diminished as a consequence.”