In 2009 Managed Health Services’ (MHS) annual member satisfaction survey CAHPS, reflected lower ratings than anticipated for member perceptions of how well doctors communicate. Other informal surveys conducted by MHS in 2009 also identified member concerns about the effectiveness of communication during office visits. Members expressed a desire to build stronger relationships with their doctors and have better dialogue about their healthcare.

We know that in a busy office some visits may appear to be rushed or hurried to a patient. Sometimes patients may appear to understand your advice but not actually comprehend it. Here are a few proven tips that we’d like to share with you. They are taken from the article, “Improving Patient Communication in No Time”, published in Family Practice Management.

• Don’t omit the pleasantries. Smile, say hello, and sit down.
• Don’t appear rushed, even if you are. Don’t look at your watch and keep both hands off the door knob.
• Keep conversations on track. Gently guide the member back to the health matter at hand.
• Communicate with a dual purpose. When asking a patient about his or her children, also ask if they are current on their immunizations.
• Listen without interrupting. Studies show a doctor interrupts every 18 seconds. Allowing the patient to speak for three to four minutes without interruption will yield 90 percent of the reason for the visit.
• Relate with your eyes. Don’t stare at a chart or computer screen. Engage with the member.
• Manage patient expectations. Explain to patients what is realistic and discuss any expectations you have of them.
• Educate your patients at a level they can understand. One way to provide more information to your patients without a larger time commitment is to integrate patient education materials into the office visit and have a staff member go over it with them. Ensure patients have a clear understanding of any next steps before they leave the office. Ask them to recite any directions back to you to be sure the member comprehends.
• Make an extra effort to build trust. If you tell the patient you are going to call with lab results, make certain that you do just that. Doing this the first time will show your patients they can count on you.
• Empower your patients. Use a participatory model of care (i.e., the doctor serves as educator, shares in decision making and encourages patients to participate in their care).

Source: “Improving Patient Communication in No Time.” Family Practice Management, 1999, May;6(5):23–8.

This entry is filed under Blog, Members.