Healthcare practices usually spend time seeking at methods to boost patient satisfaction, but how frequently do they address communication as it relates to improved patient service? I would have to say, not typically sufficient.

Every single aspect of patient care involves communication. Whether it is in person, on the telephone or employing technology, what you say is as critical as how you say it. It is so easy for a patient to misinterpret what is becoming conveyed. For this cause, practices ought to appear at their communication as a way of enhancing “the patient encounter.”

When a patient is face to face with the front receptionist, does that receptionist look the patient in the eye? Does she address the patient by name and provide her the exact same respect and consideration that she herself would want? For that matter, every single person in the workplace, from the clinical staff to billing individual ought to treat patients with respect and dignity. Beginning with the patient, there is a definite link in between a patient’s understanding and patient satisfaction. In improving the relationship between the practice and the patient, it is important to:

• Incorporate the pleasantries. No matter whether it is greeting a individual by name, providing them a seat or shaking hands, pleasantries and greetings are critical.
• Produce a rapport with the patient. This consists of an understanding of the patient’s concerns, problems and demands.
• Realize the patient’s perspective and what he/she desires out of the check out to the workplace. This can consist of locations of scheduling, billing and education as well as the physician visits with the patient.
• Be empathetic and sympathetic to the patient’s issues. They need to know that you care about them as a person. RESPECT and Help are vital.
• Do not appear rushed even if you are. Let the patient feel that they are important and you are giving them the time they need to have.
• Keep the conversation on track.
• Listen without interrupting. Appear at the patient so they know you are listening. Hear what your patients are saying. If essential, repeat what they mentioned “if I recognize you, you are saying….”
• Involve the patient in his/her care. Regardless of whether it really is educating the patient of his diagnosis, explaining a bill, or discussing insurance coverage, the patient needs to be conscious and comprehend what is happening. Create on the relationship and make the patient and family members members PARTNERS in their care.
• Manage patient expectations. Attempt coaching your patients as to what reasonable expectations are.

Telephone encounters with the patient require to be equally respectful and considerate. Reaching a reside individual should be easy and telephone hold time really should be kept to a minimum. Staff ought to try and establish why a patient is calling prior to transferring the call and should share the cause with the individual they are transferring the call to. There is nothing a lot more aggravating than getting to clarify the purpose of your call a number of instances for the duration of the encounter.

Communication is far more than just the spoken word. It is the small items that we do that remind the patient of their value to the practice.

Some things a practice might want to take into account performing are to:

• Send all patients a welcome letter
• Make special efforts to meet the patient’s needs
• Educate your staff on working with patients
• Listen
• Comply with up
• Do the unexpected
• Exceed their expectations.

It is the body language we use to make a point and the gestures we make. It is going above and beyond the expectation of the patient to insure that the patient understands what he is being told and recognizes his worth to the practice.

Each and every encounter we share with a patient, whether on the telephone, in individual, on the net or making use of advanced technology is a signifies of communicating. Practices should value all types of communication and appear for methods to improve them. Efficient communication is customer service at its best.

© 2011 Efficiency in Practice