Guest Editorial: Enough Jerks

It was already after dark on a March night when my unit was dispatched to a residence for a lift assist. I’m sure I mumbled and grumbled during the response. I mean, why would someone call 9-1-1 because they can’t get up, right? 

I had reached the point in my career where I was beginning to experience compassion fatigue and burnout. Throughout my 13 years in EMS and the fire service, I’d always thought those things wouldn’t happen to me. Little did I know how this call would humble me and make me think. 

We entered the residence through the side door of the garage, where we were met by a little puppy. A few feet away was our elderly patient. He was sitting on the stairs from his house to the garage. His pants were at his ankles. Mr. Jones, as we’ll call him, explained to me that he was using the bathroom and was unable to get up when he finished. So he scooted as far as he could until he got to the point where he needed extra assistance. We helped Mr. Jones up and assisted him to a chair in the living room. 

As we gathered Mr. Jones’ information for our refusal, I decided to dive a little deeper into his story. Mr. Jones lived alone with his puppy in a house I assumed had been his home for many years. He repeated the story of how he’d ended up on the floor and expressed his embarrassment that we had to respond. He told me he feared he would have continued trouble, as his home was not equipped for him at his age. 

I entered the bathroom to take a look. I observed a toilet that was low to the ground and stowed behind the door. The space was tight and cramped, and it appeared to be quite an obstacle for a man in his 70s whose joints no longer moved quite so freely. 

At this moment it hit me—I realized I’d lost some of the principles so tightly held in the beginning of my career. Thankfully I realized and accepted I had a problem, so I was able to find a solution.

One of the principles I had lost was customer service—my understanding of being a servant. People immediately understand that customer service is an important part of fields such as sales, finance, retail, etc. It is just as important in health care—it just has its own twist. We have to understand our patients are the same as stakeholders in other businesses; they’re just receiving a unique type of service. 

Many EMS providers fail to remember customer service values. I think it’s because many view EMS as an essential service. Our jobs are important, and we’re not easily replaced (especially now), so we don’t have to cater to anyone’s whims. 

Yes, EMS is essential, but it’s also a business that provides customer service. And there’s more to being an excellent practitioner than having knowledge or fine-tuned skills. We must have compassion, bedside manner, and servant attitudes. 

I felt sympathy for Mr. Jones. I hadn’t felt this type of sympathy in a while. I was glad I felt moved, but I was disappointed at myself for letting things get to this point. I expressed to this frail, elderly man my desire to help him. I told him I wanted to see about getting his bathroom equipped with a grab bar or other devices to assist him. I asked him if I had his permission to forward his information to my superiors. He obliged with a smile and told me he would appreciate it very much. I called my shift commander before writing a formal letter to the appropriate officers. The letter was passed on to our IAFF local, and the appropriate devices were installed. 

I don’t tell this story for a pat on my back. My goal is to reach other providers who may have hit that point in their careers. The solution is sometimes as simple as just listening. Take an extra minute to listen to your patients. You might be surprised what you hear. EMS is essential, but our responsibility to provide customer service is essential too. A patient will remember how you treated and talked to them more than the interventions you performed. It’s OK to reach a point in your career where you don’t necessarily feel the flame like you used to, but don’t lose your values. I think my department has it right with our core values:

• Be nice
• Do the right thing
• Make good decisions

I challenge all providers to exhibit the values listed above. It’s not that hard. Make it a goal to be the provider you’d want to show up to care for your most loved one. Look at your customer service values and strive to do well. Be nice to people—there are enough jerks in the world as it is.  

Ethan Dorris is a critical care paramedic and fire instructor in Tennessee and Kentucky.