Informed Care: The Role of Patient Knowledge in Enhancing Doctor-Patient Communication in Emergency Situations

Interview Date: 2023.9.24

Interview Location: Emergency Department Waiting Area, Beijing Medical University Third Hospital

This interview is part of the CTB doctor-patient relationship program (RDFZ Medical Innovation Team)

In this interview, I spoke with a man in his 40s, whose father was admitted to the emergency department at Peking University Third Hospital due to gastrointestinal bleeding. The family’s experience, particularly the interviewee’s confidence in the medical team and detailed understanding of his father’s condition, offered valuable insights into how trust is built in critical care settings. His background in a family with strong ties to healthcare influenced his perspective, and he shared a balanced view on the challenges and strengths of the hospital system.

A Critical Diagnosis and Treatment Path

The father’s situation was dire, with continuous bleeding that required multiple blood transfusions. The interviewee had a strong grasp of his father’s condition, noting the specifics of his blood clotting levels. "Yesterday his clotting time was 64 seconds, but today it’s already down to 30 seconds," he explained. He also mentioned the improvement in his father’s INR (International Normalized Ratio) value, which had dropped from over 5 to 2.78. "The normal range should be between 1 and 2," he added, indicating that while his father’s condition was improving, there was still a risk due to ongoing bleeding.

Despite this progress, the danger had not fully passed. "The doctor said they still need to monitor him in the rescue room because there’s a chance of a stroke or brain hemorrhage due to his blood clotting issues," he explained, emphasizing the uncertainty that still surrounded his father’s recovery. Since his father’s bleeding was in the stomach lining, a gastroscopy was not an option at the moment, and the focus was on stabilizing the condition. "We can only rely on his body’s ability to stop the bleeding on its own," he said.

Medical Background and Understanding the Process

The interviewee’s knowledge of medical terms and procedures came from a family background steeped in healthcare. "My family is full of doctors—my aunt is a traditional Chinese medicine practitioner, and my dad worked for Health Newspaper. My other aunt is a graduate advisor in acupuncture," he explained, hinting at why he could follow the doctors’ explanations closely. This familiarity with medical concepts helped him maintain a level-headed approach during his father’s treatment, allowing him to navigate the situation with more confidence than the average patient’s family member might.

Transfer Between Hospitals and Emergency Experience

The family’s journey to Peking University Third Hospital wasn’t without its challenges. Initially, his father had been misdiagnosed due to confusion over his neurological state. "At first, because my father was a bit out of it, they thought it was something neurological, so we were transferred between several hospitals," he shared. They first went to a hospital specializing in neurological treatments but quickly realized it wasn’t equipped to handle the gastrointestinal issue. "They took him to Hui Long Guan Hospital first, then Peking University International, but they didn’t have the right equipment to stop the bleeding, so we ended up here," he explained, noting that the decision to transfer between hospitals delayed treatment but was ultimately necessary.

Once they arrived at Peking University Third Hospital, the experience improved. "The doctors here know what they’re doing, especially with critical patients," he said. He felt that the hospital's specialization in complex cases provided a sense of security.

Family’s Financial Situation and Medical Costs

When asked about the financial burden of the treatment, the interviewee explained that his family was fortunate to have strong insurance coverage. "We don’t have too much of a problem with the costs because my dad’s insurance covers 95%," he said, noting that his father’s work history with Health Newspaper allowed them to receive high levels of reimbursement. He acknowledged that for others, especially those without such coverage, the situation could be much more financially stressful. "For us, the insurance takes care of most of it, so we only pay a small portion," he added.

The interviewee also mentioned their decision to rent a bed in the family waiting area. "We rented this temporary bed because you can’t leave the hospital for too long. You never know what might happen," he said. He laughed when asked if he could sleep well on the rented bed. "If you’ve got a big heart, you can sleep. But, of course, there are nights you just can’t rest," he admitted, hinting at the stress that comes with a family member in critical condition.

Overall Satisfaction with the Care

Despite the challenges, the interviewee expressed overall satisfaction with the care his father had received. "I think the medical system in Beijing is still top-notch. That’s why even people from outside the city want to come here for treatment," he explained, acknowledging that while the hospital was crowded, the quality of care was what mattered most.

When asked about the doctors’ attitude and communication, he praised their professionalism. "The doctors explain things clearly. If you don’t understand something, they’re willing to explain it further," he said. He was understanding when mentioning that the doctors might appear blunt at times. "I get it—they’re busy, and sometimes they’re too tired to sugarcoat things. But they’re still professional," he said, expressing empathy for the medical staff’s workload.

Comparing Hospitals and Final Thoughts

Interestingly, the interviewee mentioned that while Peking University Third Hospital was excellent, Peking University International Hospital also left a strong impression. "If you want top-tier hardware and service, go to Peking University International," he suggested, noting that while the hospital leaned more towards private healthcare, the service and speed were unparalleled. "Last time, we spent 57,000 yuan on a stay there, but insurance covered most of it. It’s definitely more expensive, especially if you want a private room, but the level of care is amazing," he recalled.

Key Takeaways

• Medical Expertise and Facilities: The interviewee was highly satisfied with the hospital’s ability to handle complex cases like his father’s, noting the availability of specialized equipment and skilled staff.

• Doctor-Patient Communication: He appreciated the doctors’ explanations and willingness to answer questions, while also acknowledging that the busy environment sometimes made interactions feel more rushed.

• Financial Relief Through Insurance: Thanks to his father’s insurance covering 95% of the medical costs, the family was able to focus more on the treatment and less on the financial burden.

• Comparing Hospital Experiences: While satisfied with Peking University Third Hospital, the interviewee also spoke highly of Peking University International Hospital, emphasizing its advanced facilities and quicker service.

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This interview paints a picture of a family that, despite the stress of a critical medical situation, felt reassured and confident in the care provided by Peking University Third Hospital. The interviewee’s familiarity with the medical system and his ability to communicate with the doctors played a significant role in creating a sense of trust and understanding, highlighting the importance of clear communication and specialized care in easing the patient’s journey.