10 Things Docs and Clinicians Can Do

CNN posted a blog, "10 dumb things you [patients] do at the doc's office." Below is my version of what the docs and staff should do to "deal" with and hopefully eliminate some of the issues they encounter.

1. Patient talks on her cell phone.

This is a no brainer. Politely but firmly tell all patients not to use their cell phones while in your office! It's her health, not her social commitments that count when with you.

2. He lies.

The character on TV, Dr. Gregory House, says "everyone lies." If you even suspect that your patients aren't being straight with you, tell them directly that the only way you can be sure that you help them get well is if you know all their medical history -- and that includes personal life style issues, like their being sexually active with the same or opposite sex. Just be sure that you tell them that you won't judge them!

3. Patients do a sloppy job of describing their pain.

Wow, this one made me giggle. As a performance consultant, I'm always happy if someone writes anything down! But seriously, when a patient calls for an appointment, have your front desk ask them to sit down now while the problem is on their mind and write down their symptoms, when they started and how long they lasted.

4. Patients don't state up front all the reasons for their visit.

I don't want to over simplify this one, but couldn't this issue be eliminated if the patient uses their time wisely in the waiting room instead of reading old magazines? Have the front desk ask the patient if they had the opportunity to write down the issues they want to speak to the doctor about. Most will say no, so hand them a form and ask them to fill it out.

When the clinician takes the patient to the treatment room she should read the patient's notes and ask for clarification of anything she doesn't understand. The clinician should be sure to put the patient at ease by assuring him that you want to make sure that the doctor is fully informed and ready to help them when he/she sees them. Remember, it's amazing how nervous some patients can feel the minute they are in the presence of a "white coat," so keep your tone cordial...and better yet, dump the white coats!

5. Patients don't state up front their expectations for their visit.

Once again the "process" part of me jumps in: Patient forms should include a space for patients to write down the expectations, hopes, results they want to get from their visit.

6. Patients don't know what medications they are taking.

Refer you to question #3. I've developed a medication list that my docs really appreciate. Tab 1 has the meds I'm taking now for what disease, the dose and comments. Once I finish taking a medication, I delete it from tab one and add it to Tab 2 which lists the medications I've taken in the past. This page has the same headings. Tab 3 has the medications that I have taken and had negative reactions. In the comments column, I've detailed my reactions. Once the patient fills in their information, all they have to do is update it between visits.

7. Patients leave with unspoken questions and concerns.

Take time to listen to your patients. Ask if they have any questions or concerns about what you've discussed. This doesn't just go for the patient you've just used the "CANCER" word for the first time! Tell the patient that he is is free to call your office if they need more information. Yep, it takes the clinician's time and maybe the doctor, but overall it leads to more trust between the doc and patient and healthier patients, both physically and mentally.

8. Patients don't bring their medical records or images with them.

I don't mean to sound like a broken record, but go back to number 3 again. Add the request that the patient bring the medical records and images to the upcoming appointment. And this warrants a follow up call a few days before the appointment to make sure the patient has the medical records to bring with them to their scheduled appointment.

My dentist has an automated text or email sent to patients two hours before their appointment. As a techy, I’ve really appreciated this reminders.

9. Patient is too scared to disagree with You.

Ok, so see number 7. There have been various studies pro and con for white coats. If you ever find yourself intimidated by anyone, remember that feeling. That's what patients feel in the presence of an intimidating doctor in a white coat. I'm just sayin...don't think it makes for productive 1-1 conversation.

10. Patient doesn't comply with the treatment plan.

I'll go with CNN on this one: "For doctors, this is the granddaddy of them all. If your patients have verbal and written instructions you have reviewed in person with the patient, they should have a treatment plan that makes sense to them and one they should be able to execute."

My eye doc's office has this down pat. Before a patient goes in for outpatient surgery, the front desk goes over the instructions with the patient. During a subsequent conversation, the nurse reviews the information with the patient again and even adds dates and times to the form so they know exactly how to follow the plan. And yep, the nurse does her part and then the front desk asks the patients one last time if they have questions, as they leave. Later that day, a clinician calls the patient to check in and make sure they are ok and gives the opportunity to ask questions. This is patient care at its best!

Posted by: Jonena Relth, President and Leadership Evengelist, TBD Consulting, Inc.

Comments

[dental consulting]

Thanks for the base 10. These 10 valid points are a must read for any medical professional. It is a learning curve for professionalism.

[Jonena Relth]

Dental Consulting,
I hope you'll pass the ten tips on to your colleagues.