SPEAK CAREFULLY

NEVER UNDERESTIMATE

This happened in the beginning years of my Eye Practice.
One day a village man came with his wife, daughter and mother for consultation.
I prescribed glasses for his wife, treated a minor ailment for his daughter but found that his mother had ‘Mature Cataract” in both eyes which required early surgery,
When I said it the man shook his head and said ‘Just prescribe some drops for her sir, surgery is out of question “.
I was put off by his callous attitude and remarked a bit harshly “Then why are you wasting your and my time!’
The man replied very calmly which is still etched in my brain.
“Why do you say that we are wasting your time ? Charge whatever fees you want.
Just because you said that my mother needs surgery doesn’t mean that we have to do it. We have our own problems.”
I realized that I have said the wrong thing, underestimated him and been promptly and aptly reprimanded.

AND NOW - FROM FRIEND TO FOE !!

FRIEND TO FOE

One misguided word that’s all it takes to make your friend a foe. Read on.
During hospital ward rounds whenever I saw my colleague Dr.X I used to comment playfully on his recent flair for flamboyant dresses.
He used to give me a scornful look but I always took it by my stride.
One day when he was attired in a very colorful dress I commented that he looked like “Kadhal Elavarasan” [Love Prince]–a title attributed to actor Kamal Hassan.
He became very angry but before he could retort I had gone past him.
After sometime when I was in coffee room one Post Graduate, a good friend of mine came, sat beside me and said he was asked by Dr.X to convey a message. The message was that Dr.X was very angry by my remarks and in future I must keep my mouth shut !
I was perplexed and said to the PG that I have not passed any derogatory remarks.
The PG nodded and said “I know you wouldn’t, sir. But I was asked to convey his message.” and left.

Later Dr.X came to the coffee room.
I greeted him and he came and sat before me and with a stern face and in his broken English [I don’t know why some people chose to speak in English in these circumstances] said “You see. I am fed up with your remarks. You are irritating me beyond limits. I want you to stop it immediately. I mean immediately. Understand?”
Before I could think of a suitable reply he went away.

The next day in the Operation Theatre when I was doing surgery I was lamenting about it to my colleague who was assisting me.
The staff nurse who was administering eye drops heard it all and when the surgery was over called me aside and asked me to repeat what remarks I passed on Dr.X.
Hearing it she chuckled and said “No wonder Dr.X was angry ! Sir, don’t you know what is happening in this hospital?”
Seeing my blank face she continued to say that Dr.X has recently married a staff nurse secretly [second marriage. Dr.X was already married]. So he thought that I knew about his second marriage and was unnecessarily poking him.
No wonder Dr.X was terribly angry.

FROM FOE TO FRIEND

FROM FOE TO FRIEND

When I finished my Diploma in Ophthalmology. and joined Government Head Quarters Hospital we used to do a lot of Cataract operations and had to clear a huge back log.
There was a senior ophthalmologist –Dr.X- and whenever we gathered in IMA meeting or other gatherings he used to remark about the cases I had operated which have developed complications and came to him for treatment.
He always chose the time when I was with 3-4 doctors and used to narrate the complication.
Needless to say this caused considerable embarrassment.
I first thought that the timing was not intentional. But as it occurred again and again I became aware of his cunning motive.
One day I couldn’t contain myself and said “Every operation has its risk. Don’t you get any complication in your operated cases?”
“Never! “he refused adamantly to my surprise “ I take particular care in my cases and achieve 100% result.” {?!]
I have already seen some of his complications but had no proof to confront with him there itself.

I thought at length how to counter his tactics.
If I go to him personally and ask him not to mention my complicated cases in a gathering he would gladly agree.
He will not do that, sure, but he would definitely tell the other doctors about my request gloatingly.

I started collecting a detailed record of his post operative complicated cases which came to me for treatment.
When I had about 7 cases I made my move.
I confronted him about one of his case but unlike him I chose to have my say when he was alone.
“I happened to see one case you operated. She had this complication. “I started.
“It couldn’t be “he tried to avoid.
“Her name is … She is from… village. You have done the surgery on…. She developed this complication on.. ‘” I continued relentlessly.
“Oh! That case “. Now that he is caught he had nowhere to hide except lie out of it.
“You see she injured the eye by banging against a door and didn’t tell me about it “[Couldn’t think out anything better..eh!!].
I confronted him again with another case sometimes later.
This time he didn’t try to squirm away but offered another lame excuse.
Anyhow he was sharp enough to understand the message delivered and his confrontations stopped.

About 2 months later one patient came to me for Cataract extraction.
After examination I advised the routine investigations.
He then told me that he had been already investigated by Dr.X.. He had been taken up for surgery and when he was given injection around the eye he developed swelling, pain and redness. Consequently the surgery was postponed to a later date and he had come to me.
I surmised that he had developed RBH [ Retro-bulbar haemorrhage ] which is a common complication of injection and Dr.X has done the correct thing. I told him so, said it can happen in anybody’s hand and I too have encountered some cases.
He thought over it and said “Yes, sir. I think you are right. He did two other cases on that day and they didn’t get any swelling like me.”
He further asked whether it will be alright for him to go to Dr.X again for surgery as he had paid some advance amount.
I said I didn’t mind and advised him it will be better.

Subsequently he went to Dr.X again, but refrained wisely from telling him about the consultation he had with me, underwent surgery which was uneventful and only after he was prescribed glasses after 6 weeks told Dr.X about my consultation..
He told me Dr.X repeatedly asked what I had said.

After that episode whenever Dr.X saw any complicated cases done by me he used to say that it is not the surgeon’s fault and they can very well continue the treatment under me.

This is a fairy tale ending of a foe turning into a friend and I wish every thing can be resolved like this. But that is too tall an order.

SHOP KEEPING

GOOD SHOP KEEPING

In our town there was a small shop which was always crowded.
The owner was always polite, listened to various people and managed the people worked under him with such efficiency that the customer was usually very satisfied.
One day I asked the worker boy to get a Bournvita bottle which was in the top shelf.
The boy instead of getting it quoted me the price.
I said O.K. and the boy proceeded to get the bottle.
But the owner who was watching the scenario became very angry.
He called the boy and asked why he quoted the price when I only asked to get the bottle.
“Did he ask you the price? Then why did you say it? Know first how to behave with the customers.” etc etc., so much that I had to pacify him.
He then told me that quoting the price when not asked for is an insult as it indirectly implied that the price is high and the customer doesn’t look like he will buy it !!. [ I must have looked very impressive !!]
Footnote- the shop is now in bigger premises and also has a sister concern [or should I say ‘brother concern’ as it is now managed by his two sons !].
Not surprising !!

GOOD WILL !

MANGOES – GOOD WILL

One day my wife went to a fruit stall, the one we regularly patronize, bought some mangoes and also bought 3 high breed quality –Malkova, separately. Then she went to a grocery shop, owned by our friend, and returned home.
When I came home from my clinic, late night, she told me that she had left the bag containing the 3 ‘Malkova’ mangoes at the fruit stall itself and asked me to get it.
So the next day when I went and asked the owner he didn’t say anything and gave me 3 fresh Malkova mangoes.
I protested that my wife told me that they were already packed in a bag.
The owner said that the workers would have mixed them with the lot as it was not claimed.
I went home and gave the mangoes to my wife.
Later a worker from the grocery store came to our house and handed over a bag containing the 3 mangoes saying that my wife had left them at their shop.
She had left it at the grocery store and has wrongly assumed that she had left it at the fruit stall.
I went to the fruit stall again and gave money for the second batch of 3 mangoes to the owner apologizing for the inconvenience caused.
I asked him why he gave me another set of mangoes [free].
He said he thought that the mangoes left by my wife must have been picked up by another customer [without paying].
But you would have lost the price of the 3 mangoes, I protested.
What is there sir! Goodwill is important, he replied.
I then knew why his shop is the most patronized in our town.

BARGAIN

DIFFERENT PRICE FOR BARGAINERS

One day I and my wife went to the market and bought some fish. When my wife asked for its price she was told it was Rs.325/-. My wife retorted that it was too much. She then asked in addition some other variety of fish in a small quantity for making a side dish. As the fish monger was very busy my wife asked me to procure both the items and join her in the vegetable stall.

When the fishmonger handed over the two portions of fishes I asked her for the total price and was surprised when she told me that it was only Rs.300/-.
I said she was mistaken as the first part itself has cost Rs.325/- and I have bought another portion too and that means the price should be still higher.
No sir, the lady replied. The correct price for both is only Rs.300/-. I told a higher price to your wife as she will always bargain and pay a lower price. You on the other hand will pay whatever the price I asked without a question and hence I quoted the correct price !!!

HELP CHAIN

HELP CHAIN

Once when we were returning from Ooty to Coimbatore, in a taxi, it broke down and the driver said it had to be towed and repaired.
As we had to catch our train in Coimbatore he asked us to get another transport.
Though we stood on the wayside trying to flag down the transport buses, none stopped as they were already overcrowded.
As time passed we became tenser at the thought of missing our train.
Then one car slowed and stopped beside us. The owner asked what our trouble was and immediately took us in his car.
He and his wife were returning from Ooty to Coimbatore.
As soon as we entered Coimbatore I told him that we will get a taxi to the railway station but he wouldn’t listen and dropped us in front of the station which was way out from his residence.
As we got down I thanked him profusely.
He smiled and said that he was stranded in an alike situation one day and was helped similarly.
When he thanked the person who gave him the lift he had replied “That is alright. Just remember to help someone like this sometime.’
That he has done now and I hope I will too, for someone, sometime.