1 00:00:04,395 --> 00:00:07,658 OK, I have the results from your STD screening. 2 00:00:07,659 --> 00:00:11,140 Do-- do the cameras need to be in here for this? 3 00:00:11,141 --> 00:00:12,533 Oh, well, you signed the waiver 4 00:00:12,534 --> 00:00:13,751 saying you could be filmed, but I can have them 5 00:00:13,752 --> 00:00:15,492 step out if you prefer. 6 00:00:15,493 --> 00:00:18,365 I mean, it kind of depends on if it's good news or bad news. 7 00:00:18,366 --> 00:00:20,845 Right. 8 00:00:20,846 --> 00:00:26,851 Um, can you guys give us a second? 9 00:00:41,911 --> 00:00:43,912 I could order some scans. 10 00:00:43,913 --> 00:00:47,698 Might be a torn meniscus, but I put my money on osteoarthritis. 11 00:00:47,699 --> 00:00:49,526 Does that mean, like, surgery or-- 12 00:00:49,527 --> 00:00:52,007 - No, that's the last resort. - OK, great. 13 00:00:52,008 --> 00:00:53,878 We'll start you on physical therapy. 14 00:00:53,879 --> 00:00:55,706 Plus, you got to lose some weight. 15 00:00:55,707 --> 00:00:57,404 Uh-huh. 16 00:00:57,405 --> 00:00:59,319 You know, every pound you add to your body puts four pounds 17 00:00:59,320 --> 00:01:00,755 of pressure on that knee. 18 00:01:00,756 --> 00:01:02,278 Plus, you'll be healthier. - Yeah. 19 00:01:02,279 --> 00:01:05,368 Uh-huh. - OK. 20 00:01:05,369 --> 00:01:08,545 Well, I'll check in on you later. 21 00:01:08,546 --> 00:01:11,070 Ron? Ron? 22 00:01:11,071 --> 00:01:13,507 What's this I hear about you body-shaming a patient? 23 00:01:13,508 --> 00:01:15,074 Which patient? 24 00:01:15,075 --> 00:01:16,249 This just came in on our Yelp. 25 00:01:16,250 --> 00:01:18,033 "Got here this morning with knee pain 26 00:01:18,034 --> 00:01:20,079 only to be fat-shamed by Dr. Ron." 27 00:01:20,080 --> 00:01:22,211 Then there's a colon and a slant, 28 00:01:22,212 --> 00:01:24,039 which means he's looking askance. 29 00:01:24,040 --> 00:01:25,562 There's hospital reviews on Yelp? 30 00:01:25,563 --> 00:01:27,999 There's everything reviews on everywhere. 31 00:01:28,000 --> 00:01:29,349 No, I didn't fat-shame anyone. 32 00:01:29,350 --> 00:01:32,308 I simply told him as a doctor he should try 33 00:01:32,309 --> 00:01:34,136 and lose weight for his health. 34 00:01:34,137 --> 00:01:36,834 You're making me sound like I'm some high school mean girl. 35 00:01:36,835 --> 00:01:38,619 You know, I used to get made fun of for my weight 36 00:01:38,620 --> 00:01:40,838 in high school. It was brutal. 37 00:01:40,839 --> 00:01:42,536 I'm sorry, in what world? 38 00:01:42,537 --> 00:01:44,625 Well, sure, now I'm... 39 00:01:44,626 --> 00:01:47,889 This, but I was a real big boy in my teens, about 350. 40 00:01:47,890 --> 00:01:51,414 The bullying was relentless. - That sucks. I'm sorry. 41 00:01:51,415 --> 00:01:53,112 Oh, nah, I'm grateful for it. 42 00:01:53,113 --> 00:01:54,678 Yeah, their taunting motivated me 43 00:01:54,679 --> 00:01:56,158 to lose the weight. 44 00:01:56,159 --> 00:01:57,246 If they hadn't bullied me, I wouldn't be the healthy, 45 00:01:57,247 --> 00:01:58,813 happy person I am today. 46 00:01:58,814 --> 00:02:01,555 You rarely hear the pro-bullying side of the case. 47 00:02:01,556 --> 00:02:03,948 Yeah, well, this guy isn't grateful. 48 00:02:03,949 --> 00:02:05,428 In fact, he's very ungrateful. 49 00:02:05,429 --> 00:02:07,387 And his review has dropped our rating down 50 00:02:07,388 --> 00:02:08,953 to three and a half stars. 51 00:02:08,954 --> 00:02:12,218 That is half a star more than that McDonald's on Grand. 52 00:02:12,219 --> 00:02:13,741 - Mm, that's a bad McDonald's. - Oh, gross. 53 00:02:13,742 --> 00:02:15,134 - Probably the worst one. - I'm scared of that one. 54 00:02:15,135 --> 00:02:16,483 So you need to apologize. 55 00:02:16,484 --> 00:02:19,138 You want me to apologize for doing my job? 56 00:02:19,139 --> 00:02:21,662 I'm paid to heal bodies, not feelings. 57 00:02:21,663 --> 00:02:23,794 Well, we all get paid to ensure that our patients 58 00:02:23,795 --> 00:02:26,188 are satisfied, and three and a half stars 59 00:02:26,189 --> 00:02:27,972 does not sound very satisfied to me. 60 00:02:27,973 --> 00:02:30,888 We need to aim for four. - Shouldn't we aim for five? 61 00:02:30,889 --> 00:02:32,194 You are right. 62 00:02:32,195 --> 00:02:34,718 We should shoot for five and settle for four. 63 00:02:34,719 --> 00:02:36,546 Let's do it. - Makes sense. 64 00:02:36,547 --> 00:02:39,288 I didn't know so many people wrote hospital reviews. 65 00:02:39,289 --> 00:02:41,377 "St. Denis is da bomb." 66 00:02:41,378 --> 00:02:43,901 "Came for a stroke, stayed for the lasagna." 67 00:02:43,902 --> 00:02:45,033 Listen to this. 68 00:02:45,034 --> 00:02:47,253 "Nurse Serena was a total rock star. 69 00:02:47,254 --> 00:02:49,951 She's like the ER Beyoncé." 70 00:02:49,952 --> 00:02:51,779 Wow. Exciting. 71 00:02:51,780 --> 00:02:53,346 Hey, Beyoncé, do you think you could hand me 72 00:02:53,347 --> 00:02:54,651 those bedpans over there? 73 00:02:54,652 --> 00:02:56,218 Yeah, I'm just searching your name. 74 00:02:56,219 --> 00:02:57,959 Maybe someone calls you the ER Rihanna. 75 00:02:57,960 --> 00:02:59,961 Right, that is definitely the vibe I give off, 76 00:02:59,962 --> 00:03:02,311 but I could really use your help with this, so... 77 00:03:02,312 --> 00:03:05,749 Yeah, you're right. Sorry. 78 00:03:05,750 --> 00:03:07,447 What, did you find something about me? 79 00:03:07,448 --> 00:03:09,797 Huh? Oh, not at all. 80 00:03:09,798 --> 00:03:11,494 I mean, it's just that you're acting kind of 81 00:03:11,495 --> 00:03:12,930 weird all of a sudden, so-- 82 00:03:12,931 --> 00:03:16,978 You asked me to help, so I'm helping. 83 00:03:16,979 --> 00:03:19,415 Hey. 84 00:03:19,416 --> 00:03:21,374 "The nurses were all caring and attentive, 85 00:03:21,375 --> 00:03:25,204 although Nurse Alex was a bit snippy." 86 00:03:25,205 --> 00:03:26,509 It's just one opinion. 87 00:03:26,510 --> 00:03:29,077 Serena, I think I can live with the knowledge 88 00:03:29,078 --> 00:03:31,688 that throughout the course of my entire career, 89 00:03:31,689 --> 00:03:35,388 one patient once thought that I was a little bit snippy. 90 00:03:35,389 --> 00:03:36,954 OK, good. 91 00:03:36,955 --> 00:03:39,957 Just some people aren't good with criticism. 92 00:03:39,958 --> 00:03:42,308 Oh. 93 00:03:45,660 --> 00:03:49,619 Lost 160 pounds, all through diet and exercise. 94 00:03:49,620 --> 00:03:51,491 - Crazy. - It was crazy. 95 00:03:51,492 --> 00:03:53,057 Yeah, but it had to be done. 96 00:03:53,058 --> 00:03:55,146 I was attracting the wrong kind of attention, you know? 97 00:03:55,147 --> 00:03:56,409 Ah, I know what you mean. 98 00:03:56,410 --> 00:03:58,280 When I went from homeschool to real school... 99 00:03:58,281 --> 00:03:59,542 This one guy, Danny Fitzgerald, 100 00:03:59,543 --> 00:04:01,283 you heard of him at all? 101 00:04:01,284 --> 00:04:02,937 I just moved to Oregon, so... 102 00:04:02,938 --> 00:04:07,333 Yeah, he did not like that I existed, not at all. 103 00:04:07,334 --> 00:04:09,291 This guy was brutal. 104 00:04:09,292 --> 00:04:11,337 He had a new nickname for me every week. 105 00:04:12,513 --> 00:04:13,904 Let's see if I can remember any-- 106 00:04:13,905 --> 00:04:18,257 Uh, Blob, Blobber, Fat Boy, Fatty McFat, 107 00:04:18,258 --> 00:04:22,304 Cream Puff, Pop Tart, Dump Truck, 108 00:04:22,305 --> 00:04:26,526 Jiggles, Jabba the Butt. 109 00:04:26,527 --> 00:04:31,008 Actually, this one time, he got the whole grade 110 00:04:31,009 --> 00:04:34,273 to just stop talking to me for, like, six months. 111 00:04:34,274 --> 00:04:36,275 Yeah. 112 00:04:36,276 --> 00:04:39,060 Yeah, even the teachers. 113 00:04:39,061 --> 00:04:41,323 And do you know what I'd say if I ran into him today? 114 00:04:41,324 --> 00:04:42,542 Thank you. 115 00:04:42,543 --> 00:04:44,195 Thank you for making me who I am-- 116 00:04:44,196 --> 00:04:47,111 a successful surgeon and a pretty darn good one. 117 00:04:47,112 --> 00:04:48,939 I got a six-pack going here. 118 00:04:48,940 --> 00:04:51,028 Not a lot of fat on me now, is there? 119 00:04:51,029 --> 00:04:53,901 How about you? How are you doing, Danny? 120 00:04:53,902 --> 00:04:55,511 And look, maybe he's doing great, 121 00:04:55,512 --> 00:04:57,818 but probably not too great. 122 00:04:57,819 --> 00:04:59,776 Unless he's also a doctor, right? 123 00:04:59,777 --> 00:05:02,605 - You think he's a doctor? - No, I mean, who knows? 124 00:05:02,606 --> 00:05:04,346 You think Danny Fitzgerald is a doctor? 125 00:05:04,347 --> 00:05:05,913 He failed earth science, Matt. 126 00:05:05,914 --> 00:05:08,307 Yeah, no, I mean, he sounds dumb. 127 00:05:08,308 --> 00:05:09,525 Then how is he a doctor? 128 00:05:09,526 --> 00:05:11,658 I mean, think before you speculate. 129 00:05:11,659 --> 00:05:13,355 Jesus. 130 00:05:13,356 --> 00:05:15,966 So we're starting over, total reset. 131 00:05:15,967 --> 00:05:18,447 We're the men in black. Zoop, oop, what? 132 00:05:18,448 --> 00:05:20,841 Where am I? Who are you people? 133 00:05:20,842 --> 00:05:22,712 Ron, take it away. - Sure. 134 00:05:22,713 --> 00:05:25,149 I am sorry your feelings were hurt 135 00:05:25,150 --> 00:05:27,630 by my neutral statements of fact. 136 00:05:27,631 --> 00:05:29,502 You know, people can have a large body type 137 00:05:29,503 --> 00:05:30,807 and still be healthy. 138 00:05:30,808 --> 00:05:34,158 I agree, but your labs show blood pressure 139 00:05:34,159 --> 00:05:37,031 over 160, cholesterol 306. 140 00:05:37,032 --> 00:05:38,554 Yeah, but those are just numbers, OK? 141 00:05:38,555 --> 00:05:39,555 They're not. They're your vitals. 142 00:05:39,556 --> 00:05:41,078 They don't tell the whole story. 143 00:05:41,079 --> 00:05:45,082 A one is fine, but a nine is very shapely and has value. 144 00:05:45,083 --> 00:05:46,649 Look, I don't know why he's getting mad at me. 145 00:05:46,650 --> 00:05:47,868 I'm just trying to give you some advice. 146 00:05:47,869 --> 00:05:49,435 Well, I didn't come here for advice. 147 00:05:49,436 --> 00:05:51,524 I came to get my knee fixed. - That's kind of what we do. 148 00:05:51,525 --> 00:05:53,395 Just apologize so we can move on. 149 00:05:53,396 --> 00:05:55,397 Fine. Sure. 150 00:05:55,398 --> 00:05:58,705 I am sorry for trying to keep you alive. 151 00:05:58,706 --> 00:06:01,142 I just have this weird thing where I prefer 152 00:06:01,143 --> 00:06:03,231 my patients not to be dead, 153 00:06:03,232 --> 00:06:05,147 and I'm sorry for that. 154 00:06:06,453 --> 00:06:08,149 Whew, that felt good. 155 00:06:08,150 --> 00:06:09,630 I should apologize more often. 156 00:06:14,156 --> 00:06:15,548 What are you reading? 157 00:06:15,549 --> 00:06:16,679 Reviews on the hospital. 158 00:06:16,680 --> 00:06:19,073 "Nurse Alex gave me adequate care." 159 00:06:19,074 --> 00:06:20,466 Adequate's good, right? 160 00:06:20,467 --> 00:06:21,989 I mean, it's adequate. 161 00:06:21,990 --> 00:06:23,425 Some dumb troll called me snippy, 162 00:06:23,426 --> 00:06:24,992 and now I'm all in my head about it. 163 00:06:24,993 --> 00:06:26,950 Yeah, and I'm some rude jerk. 164 00:06:26,951 --> 00:06:28,474 I mean, what is with these people? 165 00:06:28,475 --> 00:06:29,692 Right? 166 00:06:29,693 --> 00:06:31,825 100 years ago, we were performing surgery 167 00:06:31,826 --> 00:06:33,870 without anesthesia. I'm just saying. 168 00:06:33,871 --> 00:06:36,090 That we should go back to that? 169 00:06:36,091 --> 00:06:38,309 No, no, I mean, that we shouldn't have to coddle 170 00:06:38,310 --> 00:06:40,181 these patients' fragile egos. - Oh. 171 00:06:40,182 --> 00:06:41,574 - We're great. - Thank you. 172 00:06:41,575 --> 00:06:44,794 I mean, you are not rude. - And you are not shrill. 173 00:06:44,795 --> 00:06:47,275 No, it was snippy, not shrill. 174 00:06:47,276 --> 00:06:50,105 Ah. 175 00:06:51,236 --> 00:06:52,367 What the [bleep]? 176 00:06:52,368 --> 00:06:54,282 I don't mind criticism. I like it. 177 00:06:54,283 --> 00:06:57,067 I use it when it's constructive, you know? 178 00:06:57,068 --> 00:06:59,243 But if you're saying I'm snippy when I wasn't, 179 00:06:59,244 --> 00:07:01,507 then that's on you. You know, that's your flaw. 180 00:07:01,508 --> 00:07:03,422 Then I wonder, I don't know, what's going on with you? 181 00:07:03,423 --> 00:07:05,902 Like, are you in therapy? Are you working on yourself? 182 00:07:05,903 --> 00:07:08,339 You know? 183 00:07:08,340 --> 00:07:09,689 So the reason I'm calling 184 00:07:09,690 --> 00:07:12,039 is I've been trying to locate Danny Fitzgerald, 185 00:07:12,040 --> 00:07:13,649 and I've had no luck. 186 00:07:13,650 --> 00:07:15,564 I thought as class president, you might have some insight. 187 00:07:15,565 --> 00:07:17,305 Danny? Why? 188 00:07:17,306 --> 00:07:19,525 Just want to catch up, yeah, just, you know, 189 00:07:19,526 --> 00:07:21,527 see how we're both doing, how he's doing. 190 00:07:21,528 --> 00:07:23,180 I'd see how he's doing, 191 00:07:23,181 --> 00:07:25,705 and then, you know, I guess it makes sense for me 192 00:07:25,706 --> 00:07:27,533 to tell him how I'm doing. 193 00:07:27,534 --> 00:07:28,925 I haven't heard anything, but there's 194 00:07:28,926 --> 00:07:31,101 an East Adams High alumni group on Facebook. 195 00:07:31,102 --> 00:07:32,233 I tried that, yeah. 196 00:07:32,234 --> 00:07:33,364 It was the first thing I checked. 197 00:07:33,365 --> 00:07:35,279 Nothing. - Oh, then I don't know. 198 00:07:35,280 --> 00:07:37,673 Hey, if you're a doctor, can I ask you something? 199 00:07:37,674 --> 00:07:39,806 I have this, like, weird pain in my-- 200 00:07:41,939 --> 00:07:46,116 Danny, Danny, Danny, Danny boy. 201 00:07:46,117 --> 00:07:49,250 That is definitely a sunflower seed in your ear. 202 00:07:49,251 --> 00:07:52,514 - Ugh. - One option is we remove it. 203 00:07:52,515 --> 00:07:54,429 Or we can go in another direction 204 00:07:54,430 --> 00:07:59,434 and provide it with soil, water, sunlight, and, uh-- 205 00:07:59,435 --> 00:08:01,611 can you excuse me for a minute? 206 00:08:03,570 --> 00:08:05,440 Can I help you with something? - No, no. 207 00:08:05,441 --> 00:08:07,311 You're doing great in there, real good rapport. 208 00:08:07,312 --> 00:08:08,748 I would just lean in. 209 00:08:08,749 --> 00:08:11,402 Joyce, I've been doing my job for 40 years. 210 00:08:11,403 --> 00:08:13,013 I don't need you hovering around 211 00:08:13,014 --> 00:08:14,536 like some parent at a swim lesson. 212 00:08:14,537 --> 00:08:15,929 Well, I'm just trying to avoid 213 00:08:15,930 --> 00:08:17,365 getting another bad review. 214 00:08:17,366 --> 00:08:19,933 Who cares about reviews? This is a hospital. 215 00:08:19,934 --> 00:08:21,456 This isn't a Mexican restaurant. 216 00:08:21,457 --> 00:08:22,892 Well, maybe we should treat it 217 00:08:22,893 --> 00:08:25,286 like a Mexican restaurant, or a French restaurant, 218 00:08:25,287 --> 00:08:26,548 although the French are rude. 219 00:08:26,549 --> 00:08:28,115 I'm not gonna start treating every patient 220 00:08:28,116 --> 00:08:30,117 like they're some porcelain figurine. 221 00:08:30,118 --> 00:08:32,902 Italian! That's the vibe. 222 00:08:32,903 --> 00:08:34,338 - Fine, we're done here. - Italian. 223 00:08:34,339 --> 00:08:36,471 Italian. 224 00:08:36,472 --> 00:08:39,169 - It's a different Alex. - What's a different Alex? 225 00:08:39,170 --> 00:08:40,562 Look, in the employee directory right here. 226 00:08:40,563 --> 00:08:43,565 Carlson, comma, Alex, RN, geriatrics. 227 00:08:43,566 --> 00:08:45,872 That's the Nurse Alex they were calling snippy. 228 00:08:45,873 --> 00:08:47,656 Oh. I guess it's possible. 229 00:08:47,657 --> 00:08:49,876 Yeah, it's the only explanation. 230 00:08:49,877 --> 00:08:52,139 - Sure. - What do you mean sure? 231 00:08:52,140 --> 00:08:54,228 Sure, it's an explanation. 232 00:08:54,229 --> 00:08:56,491 So you agree it's the explanation. 233 00:08:56,492 --> 00:08:57,361 I agree. 234 00:08:57,362 --> 00:08:59,276 It's an explanation-- 235 00:08:59,277 --> 00:09:01,714 and almost definitely not the explanation. 236 00:09:01,715 --> 00:09:04,673 My four-year-old nephew thinks he's Catboy from "PJ Masks." 237 00:09:04,674 --> 00:09:07,807 Like, he is sure-- wears the costume to bed and everything. 238 00:09:07,808 --> 00:09:10,418 Their pediatrician told them to let him run with it 239 00:09:10,419 --> 00:09:12,768 until he realizes he's wrong. 240 00:09:12,769 --> 00:09:15,118 That's sort of what I'm doing. 241 00:09:15,119 --> 00:09:16,772 They've caught him climbing on the roof 242 00:09:16,773 --> 00:09:19,514 a couple of times, though, so probably not the best advice. 243 00:09:19,515 --> 00:09:20,602 - Are you sure this is OK? - It's fine. 244 00:09:20,603 --> 00:09:21,908 You'll be great. 245 00:09:21,909 --> 00:09:22,996 It just feels like from a legal perspective, 246 00:09:22,997 --> 00:09:24,171 I could get sued... 247 00:09:24,172 --> 00:09:25,520 Objection sustained, counselor. 248 00:09:25,521 --> 00:09:26,695 - Go to jail. - Just focus on the call, Matt. 249 00:09:26,696 --> 00:09:27,609 I'm not gonna be good in jail, man. 250 00:09:27,610 --> 00:09:28,610 - I need you, Matt. - Hello? 251 00:09:28,611 --> 00:09:29,698 Hi. Is this Danny Fitzgerald? 252 00:09:29,699 --> 00:09:31,178 Yeah. 253 00:09:31,179 --> 00:09:32,614 I figured, good chance old Fitzy hadn't moved too far 254 00:09:32,615 --> 00:09:34,137 from home, so I called the neurologist 255 00:09:34,138 --> 00:09:35,443 at Portland General. 256 00:09:35,444 --> 00:09:37,837 She used to have a thing for me in med school. 257 00:09:37,838 --> 00:09:39,055 Worked her a little. 258 00:09:39,056 --> 00:09:40,491 We're actually having drinks Friday. 259 00:09:40,492 --> 00:09:42,755 She's married, so it feels a tad weird. 260 00:09:42,756 --> 00:09:45,105 Meanwhile, she agreed to check the records. 261 00:09:45,106 --> 00:09:46,454 Bingo. 262 00:09:46,455 --> 00:09:48,369 Uh, hello, my name is Matthew, 263 00:09:48,370 --> 00:09:50,414 and my last name is not important. 264 00:09:50,415 --> 00:09:53,679 I'm a nurse here at St. Denis Medical in Merrick, 265 00:09:53,680 --> 00:09:56,856 and I believe you had surgery on your rotator cuff 266 00:09:56,857 --> 00:09:58,118 at Portland General. 267 00:09:58,119 --> 00:09:59,554 Yeah, last year. 268 00:09:59,555 --> 00:10:02,209 OK, well, we need you to come to St. Denis 269 00:10:02,210 --> 00:10:03,732 to make something up-- 270 00:10:03,733 --> 00:10:08,650 I mean, to make up for range of motion 271 00:10:08,651 --> 00:10:12,611 you may have lost during your rotator cuff surgery. 272 00:10:12,612 --> 00:10:15,396 He sounds like such a [bleep] loser. 273 00:10:15,397 --> 00:10:17,180 - Hey, Joyce. - Yeah? 274 00:10:17,181 --> 00:10:18,617 Can you help me with something really quick? 275 00:10:18,618 --> 00:10:20,227 - Sure. - This is Mr. Valente. 276 00:10:20,228 --> 00:10:21,968 He has acute bronchitis. 277 00:10:21,969 --> 00:10:24,405 Mr. Valente smokes two packs a day, 278 00:10:24,406 --> 00:10:26,407 but I know we're not here to shame him, 279 00:10:26,408 --> 00:10:29,584 so I've been telling him things like that's awesome, 280 00:10:29,585 --> 00:10:32,848 keep at it, smoke 'em if you got 'em. 281 00:10:32,849 --> 00:10:34,110 Is that OK with you? 282 00:10:34,111 --> 00:10:36,547 Well, no, it's not-- 283 00:10:36,548 --> 00:10:39,594 smoking is never, never OK. 284 00:10:39,595 --> 00:10:42,379 But you know what? Addiction's a disease. 285 00:10:42,380 --> 00:10:44,773 What Joyce is trying to say is we here at St. Denis 286 00:10:44,774 --> 00:10:47,907 want our patients to be happy, even if it kills them. 287 00:10:47,908 --> 00:10:49,299 So... - Never said that. 288 00:10:49,300 --> 00:10:50,605 - Give us that good review... - Never said that. 289 00:10:50,606 --> 00:10:52,259 And you can have all the cigarettes you want. 290 00:10:52,260 --> 00:10:55,523 Sound good? - I mean, I guess so. 291 00:10:55,524 --> 00:10:58,569 No, what I was saying is that here at St. Denis, 292 00:10:58,570 --> 00:11:01,703 we like to build relationships with our patients 293 00:11:01,704 --> 00:11:04,967 based on empathy and respect, not shame. 294 00:11:04,968 --> 00:11:07,491 Does that sound good? - Yeah, that sounds good too. 295 00:11:07,492 --> 00:11:09,058 And where am I to find the time to build 296 00:11:09,059 --> 00:11:10,712 these relationships? 297 00:11:10,713 --> 00:11:12,758 Do you want to grab dinner tonight, maybe see a show? 298 00:11:12,759 --> 00:11:14,324 I have plans for tonight, but-- 299 00:11:14,325 --> 00:11:16,239 Mr. Valente, when somebody shames you, 300 00:11:16,240 --> 00:11:17,501 does it make you want to listen 301 00:11:17,502 --> 00:11:19,155 or does it make you put your defenses up? 302 00:11:19,156 --> 00:11:20,591 - But it is my obligation... - Because when you're trying... 303 00:11:20,592 --> 00:11:22,245 To be honest with my patients... 304 00:11:22,246 --> 00:11:23,725 - To change somebody's mind... - And not fill their brains... 305 00:11:23,726 --> 00:11:24,813 I think it's really best if you meet them... 306 00:11:24,814 --> 00:11:26,249 With pop psychology mumbo-jumbo. 307 00:11:26,250 --> 00:11:27,468 Where they are. 308 00:11:27,469 --> 00:11:29,644 I can cut down on the smoking. 309 00:11:29,645 --> 00:11:32,038 Just be more sensitive, OK? Is that so hard? 310 00:11:32,039 --> 00:11:34,301 Just be more sensitive. - Be more sensitive. 311 00:11:34,302 --> 00:11:36,520 Be more sensitive. 312 00:11:36,521 --> 00:11:39,480 My ex-wife used to say that all the time. 313 00:11:39,481 --> 00:11:43,223 My kids still say it to this day, and my sister, 314 00:11:43,224 --> 00:11:46,313 my coworkers, and most of my friends, 315 00:11:46,314 --> 00:11:48,228 pretty much everybody. 316 00:11:48,229 --> 00:11:50,187 Don't know what their problem is. 317 00:11:54,409 --> 00:11:56,018 We don't need to do this. 318 00:11:56,019 --> 00:11:57,324 I believe you. - No, you don't. 319 00:11:57,325 --> 00:11:59,152 You still think I'm the snippy one. 320 00:11:59,153 --> 00:12:01,937 Let's just see what this other Nurse Alex is like, OK? 321 00:12:01,938 --> 00:12:04,461 Mr. Wilson, Mr. Wilson, you get one Jell-O. 322 00:12:04,462 --> 00:12:05,811 That should be enough. 323 00:12:05,812 --> 00:12:07,247 Well, I think we found our Nurse Alex. 324 00:12:07,248 --> 00:12:08,509 What's up? 325 00:12:08,510 --> 00:12:09,728 Oh, nothing, we're just here to see Alex. 326 00:12:09,729 --> 00:12:10,990 Oh, that's me. 327 00:12:10,991 --> 00:12:12,774 One second, Mrs. Seltzer, I brought you 328 00:12:12,775 --> 00:12:14,733 that second blanket you asked for, but shh, 329 00:12:14,734 --> 00:12:15,951 don't tell anyone, OK? 330 00:12:15,952 --> 00:12:17,648 Nurse Alex seems nice. 331 00:12:17,649 --> 00:12:19,999 Uh, hey, um, Alex, we just wanted 332 00:12:20,000 --> 00:12:22,088 to ask you about a patient that you might have treated. 333 00:12:22,089 --> 00:12:24,655 Do you remember a Scotty M.? 334 00:12:24,656 --> 00:12:26,745 Scotty M. 335 00:12:26,746 --> 00:12:28,007 What'd he look like? 336 00:12:28,008 --> 00:12:31,793 I'm not sure, but he's been Yelping since 2009, 337 00:12:31,794 --> 00:12:33,273 and he thinks that the Kohls downtown 338 00:12:33,274 --> 00:12:35,318 has really gone downhill. - Well, he's not wrong. 339 00:12:36,364 --> 00:12:37,581 It's so true. 340 00:12:37,582 --> 00:12:38,800 Yeah, we were just wondering, 341 00:12:38,801 --> 00:12:41,107 because he wrote a review of the hospital 342 00:12:41,108 --> 00:12:43,065 where he called you snippy. - What? 343 00:12:43,066 --> 00:12:44,153 Well, we don't know it was you. 344 00:12:44,154 --> 00:12:45,807 It could have been a different Alex. 345 00:12:45,808 --> 00:12:47,156 Oh, but there's only so many Alexes, so-- 346 00:12:47,157 --> 00:12:48,244 well, we're pretty sure it was you. 347 00:12:48,245 --> 00:12:49,724 Oh, my God. 348 00:12:49,725 --> 00:12:51,421 Oh, my God, that's awful. 349 00:12:51,422 --> 00:12:52,814 I feel like a monster. 350 00:12:52,815 --> 00:12:54,773 Oh, well, it's not that big a deal. 351 00:12:54,774 --> 00:12:56,165 I mean, you're not in trouble or anything. 352 00:12:56,166 --> 00:12:57,688 Well, I'm not worried about being in trouble. 353 00:12:57,689 --> 00:12:59,429 I just can't ever imagine treating a patient like that. 354 00:12:59,430 --> 00:13:01,344 Wow. Oh, wait. 355 00:13:01,345 --> 00:13:02,693 Are you sure it was me? - Not at all. 356 00:13:02,694 --> 00:13:04,086 Pretty sure. 357 00:13:04,087 --> 00:13:06,175 Because I only treat the elderly, and this guy, 358 00:13:06,176 --> 00:13:08,351 he's reviewed a lot of cannabis dispensaries-- 359 00:13:08,352 --> 00:13:09,831 One, two-- 360 00:13:09,832 --> 00:13:12,268 OK, well, if you're saying that you don't think that 361 00:13:12,269 --> 00:13:17,360 an elderly person can enjoy the occasional "dank-ass sativa," 362 00:13:17,361 --> 00:13:20,929 that's a really ugly stereotype, Alex. 363 00:13:20,930 --> 00:13:22,539 How's this? 364 00:13:22,540 --> 00:13:24,019 Too veiny or just veiny enough? 365 00:13:24,020 --> 00:13:25,542 - Mm, it's perfect. - Great. 366 00:13:25,543 --> 00:13:27,414 Man, I cannot wait to watch you beat this guy's ass. 367 00:13:27,415 --> 00:13:28,981 No, Matt, what? 368 00:13:28,982 --> 00:13:30,852 That's not the plan. - Oh. 369 00:13:30,853 --> 00:13:32,201 Sorry, I thought that's why you organized 370 00:13:32,202 --> 00:13:34,116 this whole-- you know what? Forget it. 371 00:13:34,117 --> 00:13:36,379 I hope he's doing really well. - That's even worse. 372 00:13:36,380 --> 00:13:38,381 What, did you say that just to hurt me? 373 00:13:38,382 --> 00:13:40,035 Could you maybe just tell me how I'm supposed to feel? 374 00:13:40,036 --> 00:13:42,168 Shut up, shut up, shut up. 375 00:13:42,169 --> 00:13:43,952 Yes, they named me Surgeon of the Year. 376 00:13:43,953 --> 00:13:45,649 Who cares? - Oh. 377 00:13:45,650 --> 00:13:47,260 Danny? 378 00:13:47,261 --> 00:13:49,392 Danny Fitzgerald, East Adams High? 379 00:13:49,393 --> 00:13:52,047 Sorry, this guy was just asking me about 380 00:13:52,048 --> 00:13:53,048 winning Surgeon of the Year again. 381 00:13:53,049 --> 00:13:55,616 Anyway, Bruce Schweiz. 382 00:13:55,617 --> 00:13:57,009 Can you-- - Yeah. 383 00:13:57,010 --> 00:13:58,488 Can you believe it? 384 00:13:58,489 --> 00:14:00,403 - How you doing, Bruce? - Yeah, real, real good. 385 00:14:00,404 --> 00:14:01,448 - You're looking good. - Oh, thanks. 386 00:14:01,449 --> 00:14:03,015 Matt. 387 00:14:03,016 --> 00:14:06,148 I think it's going really well, or possibly really badly. 388 00:14:06,149 --> 00:14:08,585 It's tough to say since I don't know what Bruce is hoping for, 389 00:14:08,586 --> 00:14:11,588 but I'm just happy to help. 390 00:14:11,589 --> 00:14:13,416 Or possibly hurt. 391 00:14:15,419 --> 00:14:18,291 I've always considered myself an empathetic person, 392 00:14:18,292 --> 00:14:20,902 but do other people think I'm empathetic? 393 00:14:20,903 --> 00:14:23,035 I don't know how other people feel. 394 00:14:23,036 --> 00:14:24,994 Never really cared. 395 00:14:26,300 --> 00:14:28,779 Dr. Ron, um, can I speak with you 396 00:14:28,780 --> 00:14:29,868 privately for a moment? 397 00:14:29,869 --> 00:14:31,826 Sure, but let me just first say 398 00:14:31,827 --> 00:14:36,265 that I know that I can come off as insensitive sometimes, 399 00:14:36,266 --> 00:14:38,964 and when you have tried to helpfully point that out, 400 00:14:38,965 --> 00:14:41,053 I have responded in a way 401 00:14:41,054 --> 00:14:43,925 that was passive-aggressive and smug, 402 00:14:43,926 --> 00:14:45,927 and I am sorry for that. 403 00:14:45,928 --> 00:14:48,321 Oh. 404 00:14:48,322 --> 00:14:53,500 I-- I had some thoughts that I wanted to share with you, 405 00:14:53,501 --> 00:14:55,023 but it sounds like you-- 406 00:14:55,024 --> 00:14:56,416 You want to run through it anyway? 407 00:14:56,417 --> 00:14:59,027 I would love that, thank you. 408 00:14:59,028 --> 00:15:01,856 Communication is an evolving challenge 409 00:15:01,857 --> 00:15:04,293 between physician and administrator. 410 00:15:04,294 --> 00:15:06,078 You know, it's not like, you know, 411 00:15:06,079 --> 00:15:08,167 snapping at a patient, like, one time would mean 412 00:15:08,168 --> 00:15:09,298 you were a bad nurse. 413 00:15:09,299 --> 00:15:10,909 Well, it's just unprofessional. 414 00:15:10,910 --> 00:15:13,607 I mean, our number one job with patients is to be patient. 415 00:15:13,608 --> 00:15:15,914 Ah, that's probably where the word comes from. 416 00:15:15,915 --> 00:15:17,916 Anyway, thank you for sharing your wisdom. 417 00:15:17,917 --> 00:15:19,961 OK, but-- but anybody can get angry. 418 00:15:19,962 --> 00:15:22,224 What if-- what if somebody was, um, 419 00:15:22,225 --> 00:15:24,705 you know, ordering you around like the help? 420 00:15:24,706 --> 00:15:26,141 You know, a patient was like, "Hey, 421 00:15:26,142 --> 00:15:27,795 yeah, get me a sandwich, fluff my pillow!" 422 00:15:27,796 --> 00:15:29,362 You know, then what would you do? 423 00:15:29,363 --> 00:15:31,277 I'd get them a sandwich and I would fluff their pillow. 424 00:15:31,278 --> 00:15:33,627 - Yeah, OK. - You're being a little extra. 425 00:15:33,628 --> 00:15:37,370 OK, what if a patient threatened you, OK? 426 00:15:37,371 --> 00:15:41,287 What if they got up in your face and they screamed, "Alex! 427 00:15:41,288 --> 00:15:43,463 "I'm gonna come to your house! I know where you live! 428 00:15:43,464 --> 00:15:46,206 I'm gonna kill your dog, Nurse Alex!" 429 00:15:50,514 --> 00:15:53,212 Maybe not exactly that, but something like that. 430 00:15:53,213 --> 00:15:54,474 You know what? Who cares? 431 00:15:54,475 --> 00:15:56,128 You're a way better nurse than Nice Alex. 432 00:15:56,129 --> 00:15:57,477 Thank you. Yeah. 433 00:15:57,478 --> 00:15:59,348 Maybe we could not call him Nice Alex, though. 434 00:15:59,349 --> 00:16:01,872 People just say stuff online. It doesn't mean anything. 435 00:16:01,873 --> 00:16:05,180 Like, I don't think I'm actually the ER Beyoncé. 436 00:16:05,181 --> 00:16:07,530 Right. Of course not. I know. 437 00:16:07,531 --> 00:16:09,054 What does that mean? 438 00:16:09,055 --> 00:16:11,012 No, I'm just agreeing with you. 439 00:16:11,013 --> 00:16:13,014 So who's the ER Beyoncé if it's not me? 440 00:16:13,015 --> 00:16:14,494 Nobody. That's not even-- 441 00:16:14,495 --> 00:16:15,538 You think it's you? 442 00:16:15,539 --> 00:16:16,976 Because it's definitely not you. 443 00:16:21,850 --> 00:16:23,807 So he told me to come here, even though 444 00:16:23,808 --> 00:16:25,287 it's not where I had surgery. 445 00:16:25,288 --> 00:16:26,462 Yeah, they do that sometimes. I'm sure it's fine. 446 00:16:26,463 --> 00:16:27,463 Hey, remember sophomore year gym class? 447 00:16:27,464 --> 00:16:28,682 You thought it'd be funny-- 448 00:16:28,683 --> 00:16:29,900 It just-- it doesn't end with this thing. 449 00:16:29,901 --> 00:16:31,076 What's that? 450 00:16:31,077 --> 00:16:32,425 Ah, it's just at first, it just hurt. 451 00:16:32,426 --> 00:16:35,341 Then it got so bad I couldn't pick up my kids. 452 00:16:35,342 --> 00:16:36,733 It was humiliating. 453 00:16:36,734 --> 00:16:38,692 Uh-huh, but then it got fixed, so I didn't-- 454 00:16:38,693 --> 00:16:40,563 I mean, it kind of got fixed, but then 455 00:16:40,564 --> 00:16:42,609 I got a taste of those pain meds you guys give out. 456 00:16:42,610 --> 00:16:44,132 Hit those a little too hard. 457 00:16:44,133 --> 00:16:45,742 Right. 458 00:16:45,743 --> 00:16:48,049 Now my kids, they live with their mom up in Vancouver, 459 00:16:48,050 --> 00:16:51,487 so not many chances to pick them up anyway. 460 00:16:51,488 --> 00:16:54,360 Mm-hmm. Mm-hmm. Yeah. 461 00:16:54,361 --> 00:16:56,101 OK, here are your meds. 462 00:16:56,102 --> 00:16:57,885 Stella, no, I already gave him those. 463 00:16:57,886 --> 00:16:59,408 Oh, sorry. 464 00:16:59,409 --> 00:17:02,498 Sorry, I didn't mean to sound-- 465 00:17:02,499 --> 00:17:05,980 listen, I will admit, and Stella can attest 466 00:17:05,981 --> 00:17:07,764 to this fact, that there are times 467 00:17:07,765 --> 00:17:09,592 that I might come off in a way 468 00:17:09,593 --> 00:17:12,030 that could be perceived as snippy. 469 00:17:12,031 --> 00:17:13,335 All right? 470 00:17:13,336 --> 00:17:14,641 But, I mean, who doesn't have times like that, 471 00:17:14,642 --> 00:17:16,338 right, Stella? 472 00:17:16,339 --> 00:17:19,080 But I don't think that one moment should define us, 473 00:17:19,081 --> 00:17:20,429 you know? 474 00:17:20,430 --> 00:17:22,431 Like, OK, my cousin and his fiancée 475 00:17:22,432 --> 00:17:23,563 met Tom Hanks once, and they asked him 476 00:17:23,564 --> 00:17:25,086 for a picture, and he snapped at them 477 00:17:25,087 --> 00:17:27,697 and told them to back off. And that is Tom Hanks, so-- 478 00:17:27,698 --> 00:17:29,090 Really? I love Tom Hanks. 479 00:17:29,091 --> 00:17:31,092 I know. 480 00:17:31,093 --> 00:17:33,921 I mean, he did come back later and apologize 481 00:17:33,922 --> 00:17:35,966 and take a bunch of selfies, and he sent them 482 00:17:35,967 --> 00:17:39,666 an autographed copy of "Polar Express," but you know. 483 00:17:39,667 --> 00:17:42,234 Hey, bud, how are you doing? 484 00:17:42,235 --> 00:17:43,583 Not great. 485 00:17:43,584 --> 00:17:46,673 Listen, I would like to apologize for real. 486 00:17:46,674 --> 00:17:49,937 This job can make you rough around the edges, 487 00:17:49,938 --> 00:17:52,592 and my edges weren't that soft to begin with. 488 00:17:52,593 --> 00:17:55,638 But, look, body type is mostly genetics, 489 00:17:55,639 --> 00:17:58,641 and losing weight is hard. I know. 490 00:17:58,642 --> 00:18:01,427 I've been trying to lose ten pounds since the '90s. 491 00:18:01,428 --> 00:18:04,822 I got fat on me that doesn't even know about the internet. 492 00:18:05,780 --> 00:18:09,435 Phil? Phil? 493 00:18:09,436 --> 00:18:10,784 Phil? 494 00:18:10,785 --> 00:18:13,482 We got a code blue! Cardiac! 495 00:18:13,483 --> 00:18:14,962 Then, when he was filming "Sully," 496 00:18:14,963 --> 00:18:16,877 he invited them to set, and he gave them a tour. 497 00:18:16,878 --> 00:18:18,096 He still sends them Christmas cards. 498 00:18:18,097 --> 00:18:19,401 And then when-- - Code blue. 499 00:18:19,402 --> 00:18:20,707 Code blue. 500 00:18:20,708 --> 00:18:22,535 Uh, get a liter going with his meds. 501 00:18:22,536 --> 00:18:25,059 I'm not-- I'm not-- I'm not being snippy, OK? 502 00:18:25,060 --> 00:18:26,800 I'm just reacting to the urgency of the situ-- 503 00:18:26,801 --> 00:18:28,280 you get it. You get it. 504 00:18:28,281 --> 00:18:30,630 The meds, though. 505 00:18:30,631 --> 00:18:32,458 It was so early for Alzheimer's, 506 00:18:32,459 --> 00:18:34,634 we didn't test, and there I am, 507 00:18:34,635 --> 00:18:36,462 yelling at her for acting weird. 508 00:18:36,463 --> 00:18:38,159 My own mom. - Right. 509 00:18:38,160 --> 00:18:41,031 Ooh, well, and sorry about the false alarm. 510 00:18:41,032 --> 00:18:43,469 It was really good running into you again. 511 00:18:43,470 --> 00:18:45,166 - Yeah. - Yeah. 512 00:18:45,167 --> 00:18:46,385 Yeah. OK. 513 00:18:46,386 --> 00:18:48,038 - High school, huh? Oh, man. - Oh, yeah. 514 00:18:48,039 --> 00:18:50,432 You know, I think that was the last time that I felt OK. 515 00:18:50,433 --> 00:18:53,392 I didn't have this giant crushing weight on top of me, 516 00:18:53,393 --> 00:18:55,829 like, all the time. - Mm-hmm. 517 00:18:55,830 --> 00:18:58,048 Less weight, yeah. Well, I should probably-- 518 00:18:58,049 --> 00:18:59,920 I mean, not like you, you know? 519 00:18:59,921 --> 00:19:01,965 Your life just keeps getting better and better and better. 520 00:19:01,966 --> 00:19:03,358 Nope, it's fine. Come on. 521 00:19:03,359 --> 00:19:04,838 It's fine. - Fine? 522 00:19:04,839 --> 00:19:06,231 It's more than fine. - It's really not. 523 00:19:06,232 --> 00:19:08,189 You made it. You're a rich surgeon. 524 00:19:08,190 --> 00:19:11,410 I do OK, really, you know, low six figures, 525 00:19:11,411 --> 00:19:12,889 lower than you'd think. 526 00:19:12,890 --> 00:19:14,761 I bet you're married to a knockout, though? 527 00:19:14,762 --> 00:19:17,416 - Nope, I'm single. - Oh, then you crush it. 528 00:19:17,417 --> 00:19:19,940 Oh, yes, you do, because you got the job. 529 00:19:19,941 --> 00:19:21,811 You got the looks. - Really. 530 00:19:21,812 --> 00:19:23,030 You got the hair. 531 00:19:23,031 --> 00:19:24,292 I mean, look at-- look at your hair. 532 00:19:24,293 --> 00:19:25,337 - No. - And look at me. 533 00:19:25,338 --> 00:19:27,034 - Come on. - Look at me. 534 00:19:27,035 --> 00:19:28,470 Look at, your hair is flawless. - My hair is falling out, OK? 535 00:19:28,471 --> 00:19:29,471 - No, it's not. - Yes, it is. 536 00:19:29,472 --> 00:19:30,864 I have to take a pill every day. 537 00:19:30,865 --> 00:19:32,518 And that stuff has side effects, man. 538 00:19:32,519 --> 00:19:33,649 You know, and sometimes I can't-- 539 00:19:33,650 --> 00:19:35,390 I can't get it up. 540 00:19:35,391 --> 00:19:37,610 Or I can, and it's-- but it's not-- it's, you know, 541 00:19:37,611 --> 00:19:39,873 it's not strong. It's not strong enough. 542 00:19:39,874 --> 00:19:41,614 It's not as strong as it should be. 543 00:19:41,615 --> 00:19:44,312 And multiple women have told me that. 544 00:19:44,313 --> 00:19:47,359 Yikes. Yeah, I'm sorry. 545 00:19:47,360 --> 00:19:48,751 I'm sorry. 546 00:19:48,752 --> 00:19:51,711 I mean, no, I'm gonna go. 547 00:19:51,712 --> 00:19:53,234 Better than being too strong. 548 00:19:53,235 --> 00:19:56,324 That can sometimes, you know, work against you. 549 00:19:56,325 --> 00:19:58,370 Today, I saw a patient who needed 550 00:19:58,371 --> 00:20:00,285 a different kind of care. 551 00:20:00,286 --> 00:20:02,896 Danny was broken inside, and I put him back together 552 00:20:02,897 --> 00:20:06,682 by making up some lies about-- 553 00:20:06,683 --> 00:20:08,467 my God, I don't even know what I said-- 554 00:20:08,468 --> 00:20:10,512 a noun here, a verb there. 555 00:20:10,513 --> 00:20:13,428 It was all nonsense. 556 00:20:13,429 --> 00:20:15,952 Yeah, I was just pulling stuff out of nowhere, 557 00:20:15,953 --> 00:20:19,042 telling him what he needed to hear. 558 00:20:19,043 --> 00:20:22,263 Yeah, no, everything's great down there. 559 00:20:22,264 --> 00:20:23,960 Tip-top. 560 00:20:23,961 --> 00:20:25,701 You know, we're always reminding ourselves 561 00:20:25,702 --> 00:20:28,878 that our patients are people on what could be their worst days. 562 00:20:28,879 --> 00:20:30,967 They have all these pressures and fears 563 00:20:30,968 --> 00:20:33,318 and challenges that we need to be sensitive to, 564 00:20:33,319 --> 00:20:36,625 but it's also important to remember that we're people. 565 00:20:36,626 --> 00:20:38,366 You know, we have hard days too. 566 00:20:38,367 --> 00:20:40,847 We mess up. - Yeah. 567 00:20:40,848 --> 00:20:43,415 Sometimes we need to do better. 568 00:20:43,416 --> 00:20:46,244 But sometimes we need to acknowledge that we're 569 00:20:46,245 --> 00:20:47,419 doing the best we can. 570 00:20:47,420 --> 00:20:49,812 And that's all we can do. 571 00:20:49,813 --> 00:20:51,640 And that applies to everybody, even Tom Hanks. 572 00:20:51,641 --> 00:20:53,294 What? 573 00:20:53,295 --> 00:20:56,819 You know, here at St. Denis, we don't just provide care. 574 00:20:56,820 --> 00:20:59,866 We care about our work, about each other. 575 00:20:59,867 --> 00:21:03,217 And that's what's important, not a review on the-- oh, 576 00:21:03,218 --> 00:21:04,740 we're back at 3.6. 577 00:21:04,741 --> 00:21:06,742 Jessica P. writes, "I was feeling low, 578 00:21:06,743 --> 00:21:09,441 "and the staff took amazing care of me. 579 00:21:09,442 --> 00:21:12,792 The Moons Over My Hammy was the best it's ever been." 580 00:21:12,793 --> 00:21:15,882 OK, so that is not for St. Denis. 581 00:21:15,883 --> 00:21:17,753 It's for Denny's. 582 00:21:19,103 --> 00:21:21,192 That happens more than it should.