Posts Tagged ‘Patient Satisfaction’

Opening a Patient Interview: Part II, Your Powerful First Few Questions

March 6, 2013

by Edward Leigh, MA

PatientInterviewExcellentSitting

After you have greeted the patient / guest(s) and introduced yourself, now it is time for your opening questions / statements.

Start with a general question. The literature suggests that even if you know the exact reason for the patient’s visit (e.g., “upset stomach”), it best to still keep the opening question general, such as, “Tell me what brought you here.”  The initially stated chief compliant may not be the underlying reason for the visit.  This is especially true if the underlying reason for the visit is of a sensitive nature (e.g., substance abuse or sexuality issue).

BEFORE asking any details of the first issue, ask the patient, “What else?”  There may be no other issues, however asking this question in the beginning will reveal all the issues to avoid the dreaded late-occurring “Oh by the way” issues.  Excellent article on the subject:

“Two words to improve physician-patient communication: what else?” Link below http://www.meddean.luc.edu/lumen/meded/ipm/IPM1/TwoWordsBarrierArticle.pdf

Example

Clinician: “Tell me what brings you here?”

Patient: “I have been having stomach pains.”

Clinician: “What else?”

Patient: “Well, sometimes, my toes feel numb.”

(If the patient has no other issues, then ask about the stomach pains.)

Too many issues and not enough time. If the patient has multiple issues and there is not sufficient time to discuss everything, this situation has to be handled delicately to retain an excellent patient experience. Do not say, “I don’t have time to discuss all those items.”  Instead, use an “I wish” statement, such as by stating, “I wish we had time to discuss everything that is going on.  How about if we discuss two issues and schedule an appointment to discuss the other items? How does that sound?”

Mute Yourself.  Once you begin the information-gathering phase, DO NOT interrupt. MUTE YOURSELF! Give the patient 1-2 minutes to fully tell you their story and then ask for details. In the classic study by Beckman and Frankel, they found that physicians prevented patients from completing an opening statement 77% of the time and interrupted their patients in a mean time of 18 seconds. (Beckman HB, Frankel RM. The effect of physician behavior on the collection of data. Ann Intern Med. 1984;101:692–6.)

Start your patient interview with impact through the use of powerful questions!

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Edward Leigh, MA, is the Founder and Director of the Center for Healthcare Communication. The Center focuses on increasing patient satisfaction and decreasing the risk of medical errors. The Center offers high-impact training, consulting and one-on-one coaching. Edward Leigh’s new book, Engaging Your Patients, is due out in the Spring of 2013. http://www.CommunicatingWithPatients.com or 1-800-677-3256

Opening a Patient Interview: Part I, What to Say BEFORE Your First Medical Question

March 5, 2013

by Edward Leigh, MA

NurseDoor

The first few moments of the patient interview sets the tone for the patient experience — what happens in the first 10-20 seconds makes or breaks the experience.

Sequence of events for seeing a NEW patient: (in chronological order)

(Before you walk in the room, take a deep breath to recharge yourself! One more item, if you just had an onion-filled sandwich, please pop a mint in your mouth!)

Say patient’s name (e.g., “Hello, Mrs. Smith”). If you are unsure of pronunciation — ask FIRST before attempting to state name.  You may also want to check with colleagues about pronunciation before entering the patient’s room.

State your name & role (e.g., “Hello, I am Mary Smith. I will be your nurse.”).  Recent research has shown that patients prefer hearing both the first AND last names of the professional.

Meet the guests.  If possible, ask patient to introduce you so you can learn relationships (e.g., “This is my daughter, Carol.”). Repeat name after meeting (e.g., “Hello Carol, a pleasure to meet you.”). Remind them to feel free to add information and ask questions. It is vital to establish a great relationship with the patent’s guests.

Provide your photo / business card, if applicable. It is important to provide the card at the beginning, otherwise part way through the interview, the patient may state, “So who are you?”  I have seen this happen many times.

Signpost.  This word means to tell people what’s coming next in the interview (i.e., providing direction). Explain to them what will be happening relieves their anxiety. For example, you can say, “Today, we’ll first talk about what brought you in, then I will examine you and discuss treatment options.”

What about the handshake?  There are many opinions on this subject, often divergent. Should you shake the patient’s outstretched hand? Should you initiate the handshaking gesture? Gregory Makoul and his colleagues at Northwestern University’s School of Medicine in Chicago wrote an article in the Archives of Internal Medicine on this subject. Of the patients surveyed, 78.1 per cent wanted physicians to shake their hands. This study seemed to indicate the handshaking is desired among physicians, however it is unclear if this behavior is desired among other healthcare professionals.  I look at this topic on a case by case basis. For example, a handshake would be more of an expected gesture for a middle-aged man as opposed to a teenaged girl. Overall, from a patient experience perspective, I would suggest shaking hands. A physician recently asked me, “I always gel up before seeing each patient. If I see a patient who I suspect has the flu, if they initiate a handshake, what should I do?”  I suggested they shake the patient’s hand and then quickly gel up again. Not shaking an outstretched patient’s hand will severely damage the relationship.

Look for Part II soon … “Your Powerful First Few Questions.”

Edward Leigh, MA, is the Founder and Director of the Center for Healthcare Communication.  The Center focuses on increasing patient satisfaction and decreasing the risk of medical errors. The Center offers high-impact training, consulting and one-on-one coaching. Edward Leigh’s new book is Engaging Your Patients is due out in the Spring of 2013. http://www.CommunicatingWithPatients.com or 1-800-677-3256

How to Plan a Successful Patient Satisfaction Fair

June 14, 2011

Wheeling Hospital held their first annual patient satisfaction fair to educate employees on current process improvement projects related to enhancing patient care. The fair was developed to encourage interdepartmental communication as it relates to patient-centered care. The medical center felt it was very important that each department knew the activities of other departments to enhance teamwork.

Heidi Porter, the Director of Quality Management, shared tips on how your medical center can plan its own patient satisfaction fair.

Educate employees on patient satisfaction.  Plan educational events to help employees improve the patient experience.  Wheeling Hospital had several educational opportunities for employees. The hospital emphasized the focus on patient satisfaction is not just for “bottom line” reasons. Yes, based on changes in healthcare, reimbursement does tie into patient satisfaction scores (e.g., HCAHPS). However, it is important to emphasize to employees this focus on patient satisfaction is related to delivering outstanding care and improving patient safety.

Form a Patient Satisfaction Committee. Wheeling Hospital formed a patient satisfaction committee that meets monthly to focus on improving the patient experience.  One of their projects is the fair.

Be sure every department has a display / booth. Each one of Wheeling Hospital’s thirty departments were asked to create a display and discuss their patient satisfaction initiatives. For example, the radiology department discussed using contrast material that tasted better to patients since this was often an issue. The lab discussed scripts to use to be sure patients understand their lab reports.

Involve everyone in each department.  The people staffing the booths were not always directors.  Many front line staff were present, especially since they are the people who have the most direct patient contact.

Have materials at the booth. Nearly every booth had written information on their various projects. This is important so fair attendees have information to review.

Plan ahead.  Wheeling Hospital planned the event well in advance to create a successful event.  Time is needed to make sure all the necessary arrangements are in place.

A patient satisfaction fair is an excellent opportunity for each department to share their projects.  Make plans to have a fair at your medical center.  Heidi Porter has graciously agreed to answer questions about starting your own fair.  Heidi can be reached HPorter@wheelinghospital.org

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Edward Leigh, MA, is the Founder and Director of the Center for Healthcare Communication.  The Center focuses on increasing patient satisfaction and decreasing the risk of medical errors. We offer high-impact training, consulting and one-on-one coaching. Contact us today!
http://www.CommunicatingWithPatients.com or 1-800-677-3256