where I volunteered

I volunteered through the University of Minnesota Medical Center, Fairview. I had volunteered in their Patient Visitor program the previous year, but I wanted to try something new so I could gain a different perspective. I worked at two clinics, the Transplant Clinic and the Specialty Infusion Procedure Center. Both are located on the second floor of the Phillips-Wangensteen Building. One entry is across from the Outside Inn Café and the other is across from the Biomedical Library entry. I was really surprised to learn that there were clinics so close by to where there is lots of student traffic.

The Transplant Clinic at the U of M is one of the oldest and most successful transplant programs in the world with over 10,000 transplants performed. They have more than 45 years of experience in transplant research, innovation and care. They perform adult transplants for heart, intestine, islet, kidney, liver, lung, heart/lung and pancreas. The Specialty Infusion and Procedure Center serves patients who need infusions or transfusions. They also work closely with the solid organ transplant team to provide care to patients following transplants; hence why they are close by. Sometimes a doctor at the Transplant clinic may be requested to go over to the Infusion Center for a liver biopsy. Physicians in the Transplant Clinic see patients during checkups, like at a normal doctor. At the Infusion Center, physicians generally don’t see patients each time they come in since patients can come frequently as once or even twice a week. They are more likely to perform minor procedures.

daily activities

As a volunteer I did lots of checking and restocking supplies. I replaced gloves, thermometer coverings, hand sanitizer, and sani-wipes in the clinic rooms. Since the patients in the Infusion Center are there for many hours, there are snacks and drinks that are kept stock. In the Transplant Clinic, there was a coffee station in the waiting area which was actually difficult to keep stocked because at a given time there were 20-30 people in the lobby. When it was really busy, I helped the staff by emptying soiled linens containers, and cleaning beds/chairs after they were used. Another big part of my experience was calling patients to inform them that they needed to reschedule their appointment because the physician had to cancel. Other than that I did miscellaneous tasks to help the staff.

perks and downfalls

 Downfalls

I didn’t like the atmosphere of the Transplant Center. It seemed like an over booked and somewhat unorganized clinic. It was common for me to see patients wait in the lobby for a half an hour.  There were also a few crabby people working at the front desk. Unfortunately the few crabby people EASILY overshadowed everyone else’s kindness.

When I was making cancellation phone calls, a patient was concerned about her test numbers and felt that waiting 2 more months for the next available appointment would be detrimental to her health. I was honest with her and told her it was my first day working and that I would call her back. I inquired with a front desk lady and she said that nothing could be done; she acted as if I was blaming her for the cancelled appointment. Another man wanted to know if he should switch doctors since it was another cancellation. The same lady threw her hands up in the air and said we couldn’t give advice. It was his choice. Not satisfied with these answers, I went to my supervisor and she told me that it was unacceptable. Luckily we were able to keep the appointment for the lady with the bad test numbers. However, I am appalled that such an insincere, bitter woman can work at a transplant clinic. It would be one thing to be at a store, but it is another when it is a clinic that serves people with serious illnesses.

I did not like how I wasn’t guaranteed interaction with patients each shift. In my other position, all I did was talk to patients. I do realize that I was still helping them get a better clinic experience, but I was sad that I couldn’t interact with them more.

Perks

However the few interactions I did get, brightened my day significantly. Whenever I got a chance to exchange a word with a patient in the lobby or in the clinic I did. These are some of the memorable moments that made it worthwhile.

It was a dreary fall morning and a 40 year old lady in a business suit had a jug 10 inches in diameter. People couldn’t help but to comment on it. Her defense was that it held only 5 cups of coffee; it looked like it held more but lots the bulk was for insulation.  She engaged each person, including me, and spread her infectious laughter. It made me happy that one person was able to make at least 15 people laugh within the 15 minutes she sat there.

In the infusion clinic, someone in their early 20s was getting an infusion. I got the feeling that this was one of her first times because I had not seen her before, and she was accompanied by several of her friends. They sat attentively at her side as she laid there. While I was cleaning the drink station, one of the friends came over and was surveying the drinks available. He told me she wanted tea but didn’t know if the kind available was the one she liked. I let him know that if she didn’t like that one, there were others available. He came back because it wasn’t the kind she liked. So I ran over to the other clinic and grabbed 2 other types. He seemed very thankful and I hope that I helped make his friend feel more comfortable.

One of my favorite people I met was a man in a wheel chair who was missing his leg below the knee. I was feeling bad for him because the drink station I was working at wasn’t wheelchair friendly. So as I passed him I asked if he want something to drink. He said “No thank you, but I could use a tissue.” Due to how his chair was positioned he didn’t realize they were right behind him. Once again I pitied his situation. A nurse standing by the door asked him how he was doing. I expected an “okay” for an answer; he is in Transplant clinic, missing part of his leg, and in a wheel chair. Rather he shocked me with the happiest sounding, “I am doing TERRIFIC! It is a beautiful day!” when it was only 30 degrees outside and somewhat cloudy. I realized that he did not need my sympathy, but rather I should be envying him. He clearly had a better outlook on the day and was happier than me as a result. I told so many people about this man and how amazing his attitude was. I wish I could have gotten to know that man because I could have learned so much from him!

I also liked my position because I befriended the staff of the infusion clinic because they weren’t always as busy as the transplant staff. 

what I learned about being a physician

I did not get that much interaction with the physicians, but I still picked up a few things. I learned that appointments are cancelled because appointments are made up to 4 months in advance, and conferences and other events come up. At first I thought it was rude of the physicians, but when I heard a physician say he felt bad, it made me feel a little better. I just wish that there could either avoid cancellations or have options for patients in serious need (if they do have other options, they should inform the crabby lady so she doesn’t jeopardize the health of patients).

I also learned that there can be some tension between the nurses and nursing assistants towards physicians. The RNAs often bring bagels in for each other and place them in the back room. However one day the homemade treats brought by an RNA were missing, and I heard one RNA say to another in a condescending voice, “I found them in the doctor’s dictation room. They think they can do anything.” During my time there, they switched to a more paperless system. I asked a nurse how everyone liked it. She said, “I think most people like them, but I don’t think the surgeons do because they are lazy and don’t want to do a little extra work.” I sensed some tension between the two groups. I hope to have harmony between me and everyone I interact with as a physician and make known my respect towards them.

I learned that physicians need to adapt to the administrative changes, including new computers and software. I saw an older doctor learning from a younger doctor how to use a new software program. I thought the question would have been answered in less than a minute, but they were at the computer for over 10 minutes. I could tell that the older physician was getting frustrated and didn’t like change.

While sitting next to an intern who was filling out paperwork, he told me about what the different codes meant. He told me that so many code blues (emergency) have been ironically called in the eye clinic, one of the least serious clinics. I was able to ask him about his route to his residency. I also learned from him and many of the other that there is lots of paperwork involved in being a physician, nurse, or RNA.