While listening to NPR yesterday, I heard a report about compassionate care in the medical setting. Apparently, people believe that compassion -- offered by medical professionals -- can make a difference as to whether a person lives or dies. Patients think that 81% of the time, "good communication" and "emotional support" make a difference; doctors come in at a high 71%.
See the blog at: http://commonhealth.wbur.org/2010/11/compassionate-care-the-difference-between-life-and-death. This got me to think, naturally, about clients and lawyers.
While it is a rare day that a lawyer makes a "life or death" decision for a client, many clients feel as though their legal issues are life-determinative. And guess what? These decisions make a HUGE difference to the client, as well they should.
Every client must be made to feel that there is "good communication" at the very least. Exceptionally good communication is even better. This means calling the client back, right away. This means keeping the client up to date as to the happenings of the case. This means listening to the client's concerns and objectives, not just in the initial client interview but throughout the entire case, even after the case is over when the client has "a few more questions."
Every client must be made to feel "emotionally supported." This means providing legal guidance through the lens of the client's perspective. It is the client's case, not the lawyer's. This means taking a holistic approach to the client; not just learning about the client's legal issue, but learning about the client -- as a person.
If doctors and patients can agree that "good communication" and "emotional support" can make a difference in "life and death," then certainly a these two simple components of basic human relations can make their way into the lawyer's office.
Comments?
What do you think? Could having an embracing lawyer change the outcome in a legal setting?
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