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The Good Doctor

An illness or a necessary dental treatment may well be regarded as a bodily emergency. In this case of emergency, we usually consult a doctor and so become patients. We not merely wish to be provided with detailed and competent information; the feeling of security and understanding for our physical suffering and the psychological pressure intrinsically tied to it. We long for trust and seek shelter and protection, and we rightfully demand a doctor who helps us overcome our fears and raise our hopes. This applies just as well to dental treatments and to all the other emergencies that may happen to the body and mind.

However, doctors are essentially craftsmen. There, as here, are good ones and not so good ones. There will always be charlatans who seek to make a fast buck, employ non-skilled laborers, and rely on their outdated knowledge, and who use merely their ancient tools, materials, and spare parts. But there are also the qualified professionals, those who take a real interest in their customers' or patients' needs, those who have a keen desire to always keep themselves informed about the latest developments in their profession, and those who are convinced that an excellent condition of their armamentarium can make a difference. A doctor's degree, the ethnic origin, or a location in a different EU country does not tell you much about the practitioner's skills, the equipment of his medical practice or clinic, and the quality of the expected treatment. Just as we choose the some company to have our washing machine or our beloved car repaired, we ought to consider carefully who we want to have our body, mind and masticatory organs healed in cases of emergency. At the end of the day, the quality of treatment, the kind of result, and a reasonable value for money are decisive when it comes to the necessary "repairs" of our body. The doctor's nationality or the location of his or hers practice are however by no means the all-important questions in deciding over the best treatment possible.

Your conscientious answer to the following questions will support our efforts to locate a doctor or medical practice/clinic we can truly trust in:

For more information, please click on the respective question.

  1. Is the consultation sufficiently intelligible and comprehensive to me?
  2. Does the practice's organization render both a facilitation of my visit and a smooth proceeding possible?
  3. Does the doctor and his or her staff demonstrate due respect for me?
  4. Is my health problem taken seriously by the doctor?
  5. Does my doctor hand out information about help offers as well as further information leaflets?
  6. Does my medical practice everything in its power to protect my personal data?
  7. Do I receive my doctor's unconditional support in choosing the form of treatment on my own terms?
  8. Does the personnel involved respect my privacy?
  9. Are there noticeable measures being taken that meet my demand for quality?
  10. Does my doctor truly accept that I may obtain a second opinion?
  11. Are there any problems regarding the access, inspection, or delivery of my documents and can I obtain copies of it any time I want to?

  1. How do we know that the doctor has provided us with sufficiently intelligible and comprehensive information about all our needs and possible contingencies?

    • The doctor explains in dialogue and in an easily comprehensible manner - ideally illustrated - which particular diagnosis has been made and how, accordingly, our health problem should be treated.
    • Our doctor's account is brought forward in an understandable and objective way. It assesses both benefits and risks of the treatment recommended and it also contains information about its effectiveness.
    • Suffering a chronic illness, for instance, we would be obtaining facts about special treatments concerning chronic illnesses.
    • We get informed about the guidelines of our treatment in a thorough and intelligible manner and additional questions regarding alternative treatments will be dealt with in depth.
    • The notes the doctor has taken must be manifested in written form and easy to read - to us as well as to fellow doctors and pharmacists.
    • It shouldn't pose any problem to call our doctor in case we have further questions concerning our treatment, medical findings, or simply some feeling of insecurity. The doctor provides this opportunity on his or her own initiative.
    • As there are benefits that are not covered by your local health insurance, the doctor ought to say so, explain their usefulness, and list any of the incurring expenses.
    • If we don't speak German as a mother tongue, the doctor should be able to advise us well on the problem or to call in an interpreter.
    • At the end of the consultation your doctor asks you whether the information given has been accurately understood or if there are questions remaining.
    • If the questions already answered are being put in one of the succeeding consultations, no impatience would be visible on the doctor's part and our concerns would be addressed in a friendly and congenial way.
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  2. Is my visit to the doctor's office through a sound organization made easy?

    • We get a short-term appointment in case of emergencies or other urgent affairs.
    • It is a matter of course that disabled persons and wheelchair users have access to the medical practice.
    • The signposting of the different surgeries is easily detectible and very well done.
    • After ambulant treatment, we receive the emergency telephone number of the attending doctor.
    • While making an appointment by phone, we receive exact information about the location, the arrival, and whether ample parking space onsite is available.
    • Once you are admitted to the hospital, your doctor assumes the organizing responsibilities. Additionally, he will either forward important information and documents or deliver them to us.
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  3. Does your doctor or his or her staff interact with his patients in a polite and respectful manner?

    • The doctor displays a friendly and sensitive disposition towards us. We cannot discern any unequal treatment between patients with state health insurance/ national health patient and private patient. Differences in the length of the waiting period are non-existent.
    • Once the deadlines have been agreed upon, they will be met.
    • If something unexpected happens and chances are that the deadline may not be met, we will get that information on time and a new deadline will be set. We can also just leave the medical practice and return at a later point in time.
    • If there is more than one doctor working in the practice, we would have the option to choose who is going to be in charge of your treatment.
    • There is no discrimination based on ethnic origin, religious belief, race, or political preferences.
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  4. How can we tell that our doctor is taking us seriously and is listening with sympathetic affection when dealing with our individual health problem?

    • While waiting in the doctor's office, we neither feel like a mere cipher nor like being in a dull waiting room. Nobody is constantly crisscrossing in front of you, no phone call is being heard, the noise of the outside world is completely shut out, and personnel do not enter the room unsolicited.
    • The doctor keeps eye contact, talks to us in a normal way, and does not bustle around with his papers.
    • During the consultation, the doctor attends to us exclusively and thoroughly and puts pointed questions as to the cause of our health problem.
    • Our sorrows and fears will be dealt with adequately and in a manner that wouldn't leave us with the impression that we have come without any reason.
    • Though we recognize the doctor's tight schedule, we do not feel repelled at all; we rather note a well reception.
    • Severe diseases make the doctor ask you about the repercussions on your daily life and profession and about our methods of coping with it.
    • Before any prescription of drugs the doctor inquires about potential drug interactions as well as past and continuous treatments. He will make sure that the interactions caused by the different drugs in use do no harm your health or pose a threat to the treatment.
    • It is your doctor's utmost concern to learn more about the history of our illnesses, the past treatments and occurring problems concerning the drugs used so far.
    • The doctor makes recommendations when other medical practitioners are better grounded in special medical fields, have more experience, or completed a specialized training.
    • Seeking a second or third opinion is not considered offensive or a breach of trust by your doctor.
    • Our wish to be referred to a different and perhaps more specialized practitioner will not encounter difficulties or even meet with a refusal; rather our doctor discusses your want clearly and to the point. By this, we are explicitly made to understand that we are always welcome to see our doctor whenever our state of health dictates us to seek medical care.
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  5. For us it is of utmost importance to obtain from our doctor leaflets and brochures containing further information about help offers.

    • Our doctor provides us with all the essential information in complete order and in written form. His medical practice makes further and more detailed information available.
    • This information stems from reliable sources, is comprehensible and tells us about reasonable and necessary precautions, vaccinations, and healthy lifestyles.
    • For questions regarding these sources, your doctor will be more than helpful; any addresses, hyperlinks, or other references you want to use will be handed out by him.
    • The practice's staff or your doctor himself will be helpful in elucidating contact points for self-help assistance and counseling services.
    • It is matter of courses that, in the medical practice, leaflets and brochures are available for inspection and should tell patients about these contact points and services close-by.
    • Moreover, we are offered special training programs for a great variety of chronic diseases.
    • If you are affected by these types of diseases, your doctor introduces you to the respective programs and discusses the opportunities you may have to attend them.
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  6. Is my personal data sufficiently protected?

    • Consultations between me and my doctor usually take place where no third persons have unsolicited access to.
    • Moreover, other patients are not called to the reception desk when I am about to register.
    • My name is not being called when other patients are around. Therefore, nobody gets to know about my reason for being there - if I don't want to.
    • Any information that may be gained via telephone requires identification.
    • Patients do not have any access to forms and prescriptions.
    • Surgeries and other areas where patient's records and computer screens are in constant use are restricted to those directly working with them.
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  7. I demand my doctor's unconditional support in choosing the form of treatment.

    • In discussing our expectations and wants concerning the treatment we do have an equal footing in that dialogue between our doctor and us.
    • He encourages us to ask questions in order to clarify and complete our information about the course and the kind of medical treatment.
    • Having done so, our decisions are based upon both the doctor's expertise and the patient's insight and trust. Medical benefits will not be issues before the doctor is done with the checkup.
    • Any decision about measures to be taken with the diagnosis' results in mind will be preceded by a mutual decision-making process, involving patient and doctor. This is something the doctor would normally encourage us to do.
    • But if we do not wish to participate in this process, he would not simply go ahead but rather tell us comprehensively his premises and arguments that have led him to the option he has selected.
    • Our fears, needs, and sorrows are taken by the doctor into consideration.
    • And in case there are serious disagreements about the proposed treatment, our doctor would be the last to push it through.
    • If we feel that friends or relatives may be a comforting or reassuring factor during checkup or medical treatment, our doctor would not object.
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  8. What about my privacy rights at the practice?

    • During my medical treatments at the practice, there is only me, my doctor, and perhaps one of his assistants.
    • Before I get myself undressed, the doctor welcomes me and introduces himself politely.
    • The layout of the room provides patients with a changing cubicle where they can feel safe from other's views.
    • Once I have taken my clothes off I may stay there, so that others wouldn't be able to recognize me.
    • Before I become acquainted with the results of the diagnosis, I may get myself dressed.
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  9. Are measures the practice has taken to maintain and enhance its quality noticeable to patients?

    • The waiting room is supposed to display leaflets and brochures containing information about continuing advanced training for the quality management of medical staff.
    • If the practice has been designated by a quality audit, this should be indicated by an announcement.
    • Both staff and doctor are always open to fair and constructive criticism.
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  10. My doctor ought to welcome and accept that I may obtain a second opinion - no ifs, ands, or buts.

    • Essential decisions that need be made in the course of my medical treatment and which require an alternative opinion enjoy support from my doctor.
    • To him, asking one of his colleagues does not manifest a breach of trust.
    • This support is not just limited to the most critical of all decisions; rather, whenever we are at a crossroad of opinions, he assures us of his unconditional support in obtaining second opinions.
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  11. We gain access to our patient's record without the need to exert pressure on someone.

    • All diagnostic findings, estimates, and the complete content of our patient's record is accessible and may be copied.
    • If we want to, we would receive a comprehensive report containing all the relevant data regarding our health problem.
    • During the searching of these documents the doctor does not make us feel as if we had nothing to do with this and our unprofessional opinion had not been asked for.
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