Transcript Improving Patient Communication in No Time

Improving
Patient
Communication
in No Time
• It is possible to see more patients in less time
and still be an effective communicator
simply need to communicate “smarter” by
making better use of the time you've got.
• to communicate smarter with your patients
you'll need to refine the basic communication
skills you already have
make the necessary
adjustments in your
communication style to
accommodate today's more
participatory style of care, and
take steps to go the extra mile.
KEY POINTS:
• Most patients today prefer a
partnership with their physicians and
want to share responsiblity for their
care.
• Meeting these new patient needs isn't
time consuming, but it does require
adjusting the communication skills
you already have.
KEY POINTS:
• An efficient office will enhance your
relationships with your patients and save
time for you and your staff — time that you
can spend with patients.
• Your staff also represents you to your
patients. It's important that they receive
proper training in effective patient
communication.
Refining the basics
If you're like most physicians, you've
probably already mastered the basic
communication skills .
You listen empathetically. You have a
keen understanding of nonverbal
behaviors. You always try to give wellreasoned explanations. But because
time is in increasingly short supply, you
may feel you need to reduce your talk
time.
Be forewarned
Taking shortcuts too often or in
the wrong places may weaken
the doctor-patient relationship
you've worked so hard to build,
and it also may keep you from
obtaining crucial information
necessary to your patients' care.
To maintain the quality
To maintain the quality of your
communication in today's fast
times, make sure you're doing all
those things you already know
you're supposed to be doing:
1- Don't omit the pleasantries
patients are more likely to follow
advice if they have a good
relationship with their doctor.
it's an essential part of patient care.
2-Verbal communication
This also includes the tone and
rate of speech which can
convey understanding,
sympathy, empathy or
acknowledgement.
3-Non-verbal communication
93% of communication is non-verbal.
doctors who showed a high level of nonverbal immediacy, such as sitting forward
or smiling, had a positive impact on patient
satisfaction, and perception of the quality
of medical care received. It also reduced
patients’ fears of communication with their
doctor.
•
4- how you enter a room
Even with time at a premium, walk into the
exam room with a smile, shake the
patient's hand, call the patient by name
(first name or surname, whichever the
patient prefers), and sit down. “Sitting
down places the doctor at eye level or
below eye level . “This relaxes the
patient so that he or she will
communicate more openly.”
5- Don't appear rushed (even if you are)
Patients are greatly irritated when their doctors appear
hurried .
refrains from two specific non-verbal behaviors: looking
at his watch and keeping one hand on the doorknob.
“These behaviors imply that the patient in the room isn't
as important as the one who's coming in next . “It's
important to make each patient feel that they are in the
center of the universe
Once you're in the exam room, make sure you're really
there: Focus your attention on the patient and stop
yourself from being preoccupied with what's happening
on the other side of the exam-room door.
6- Keep conversations on track
helping patients stay on track is
key to increasing efficiency and
maximizing the value of the time
you have with them
you should gently guide them
back to the matter at hand.”
7- Listen without interrupting
Studies have shown that the patient
normally speaks for an average of 18
seconds before the doctor interrupts
But if the doctor lets them speak for three
to four minutes, they tell you 90 percent of
what's wrong with them.”
It's also a good idea to check your
listen:talk ratio
8- Relate with your eyes
= eye connection
• Avoid spending the patient visit focusing
on a computer screen, writing down
information or reading a chart. Really look
into the patient's eyes. Your eye contact
should be direct but intermittent (not
staring), and it should be sincere and
convey interest.
• patients often perceive they have spent
more time with you than they have
9- Organize your interviews
MEDICAL PATIENT
1- GENERAL EMPRESSION
(age – sex – race – appearance - etc
2- CHIEF COMPLAINT
3- OPQRST & SAMPLE
4- vital signs – physical exam – investigation
5- Decision
Organize your interviews
TRAUMA PATIENT
Initial Assessment
•
•
•
•
General impression
Initial level of consciousness (AVPU)
Manual stabilization of cervical spine
ABCs
Prioritizes patient
• Determines existence of immediately
life-threatening conditions
10-Making necessary adjustments
Being an excellent clinician and a master of basic
communication skills may no longer be enough to
ensure patient retention in your practice —
especially considering how patients' expectations have
changed. today's patients want to be partners in health
care decision making; they no longer want to be
told what to do. They want reasoning and proof to
replace a patient-physician relationship that was
traditionally built on blind trust. Given these changing
dynamics, what adjustments should you make in your
professional style? Some that you may want to
consider include the following:
1- Make an extra effort to build
trust
Patients who were able to ask questions
and offer opinions about the treatment
process were found to have measurably
better outcomes. To move toward this
participatory style of care, physicians need
to encourage adult interactions, keep
conversation at the patient's level of
understanding and let the patient do most
of the talking
2- Empower your patients
• Even though many patients prefer a more
participatory role in their health care, you'll
continue to encounter some patients who may
find you intimidating. “A lot of patients perceive
an imbalance in the relationship and think that
all the power is in the doctor's favor
• these patients will feel a greater sense of
participation in their care if the options available
to them are explained by the doctor or a staff
member.
3- Provide more information in less
time
• One way to provide more information to your patients
without a larger time commitment is to integrate patient
education materials into the office visit. “We keep a file of
the patient education handouts . “So, if I have a patient
with hypertension, I ask the nurse to give the patient that
handout. While the patient is reading it, I see another
patient, and then come back in and answer the patient's
questions. In some cases, if I need to save time, I ask
the nurse to go back in to explain it.”
• provide more information more efficiently by delegating
some patient education tasks to nurses and other
qualified staff members. nurses can provide patient
education on medications, drug interactions, diabetes
management and other subjects.
The benefits
• The single most important criterion by
which patients judge you as a physician is
the way you interact with them..
The benefits
with shorter patient visits now a reality, you
have even less time to “make or break” the
patient-physician relationship. It is
therefore vital that you develop your
understanding of your own communication
style and adjust that style to meet the
needs of various patients.
The benefits
Many patients today want to be part of the
treatment team. If you include your
patients as fully informed partners in their
care, they'll pay you back with increased
satisfaction and better compliance and
retention rates for your practice.
The benefits
In the process, it's likely you'll discover more
satisfaction in your work, renewed
motivation and increased productivity