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This week I received an email from a physician’s office requesting records on a mutual patient.  This is standard practice and as long as the patient/client signs a release form specifically authorizing it, the information is provided.  What surprised me about this request was its language.  It began innocently enough, establishing that we shared a common patient and that the patient had executed a release.  Then followed instructions about how to transmit the information in a secure manner so that no HIPAA regulations were violated.  The last sentence urged my “swift compliance” in this matter.  Something about the word “compliance” always sets my teeth on edge, probably the residual effect of growing up as a military brat, where compliance is highly valued.

 

I love language and am a careful reader.  “Swift compliance” seemed a bit strong for a first request, leaping over gentler phrases such as “kind consideration”, “prompt attention”, and even “urgent action”.  In the politely ascending hierarchy of request language, this phrase sounded like a demand.  I’m certain the writer of the email didn’t intend to be demanding because she also sincerely thanked me for my time.  Her choice of wording was more likely practical; it was a phrase that had worked well and produced results in the past. 

 

So I quelled the internal rebellion and swiftly complied.  The phrase sticks in my mouth as I find myself repeating it.  It reminds me of our culture, in which speed and action are valued for their own sakes, without much regard for the aftertaste.

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1. Linda Barber July 8th, 2009 11:07 UTC

   I have always used “at your earliest convenience” as being a softer approach to “DO IT NOW”!!!

2. Deborah Lindeen July 8th, 2009 16:36 UTC

   Hi Linda! Yes, I agree that it gets the message across, but in a much nicer way, and why not be nice?

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