Posts Tagged doctor-patient relationship

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MMP Classic: How to Apologize to a Patient

Sincerely Apologizing to Patients

I like to get complaints from patients.

No, I’m not a glutton for punishment. What I like about complaints is that I hear directly from the patient what is bothering them, and I have an opportunity to connect with them personally. The ideal situation is having the opportunity to meet face-to-face with the patient when they are in the office.

Here’s how to apologize to a patient.

Step One: Introduce Yourself

I introduce myself and shake the patient’s hand and the hand of anyone else in the room.

Step Two: Sit Down

I sit down. There are two reasons for that. One is to send the message that they do not need to hurry – this conversation can take as long as they need it to. The second is to place myself physically below the patient. If they are in an exam room sitting on the exam table, I will sit in the chair. If they are sitting in the chair, I will sit on the step to the exam table. The message I am sending is “I do not consider myself to be above you.” It sends a strong message.

Step Three: Let Them Tell Their Story

I say “I understand we have not done a very good job with __________ (returning your calls, giving you an appointment, getting your test results back to you, etc.) Can you tell me about it?” I do not take notes as I want to maintain eye contact and focus on the patient, but I take good mental notes. The patient and/or anyone with them needs to be able to talk as long as they want. They might need to tell their story twice or many times to get to the point where they’ve gotten relief. The patient has to get the problem off their chest before the next part can happen.

Step Four: SINCERELY Apologize

I apologize, saying “I’d like to apologize on behalf of the practice and the staff that this happened. I want you to know this is not the way we intend for _______ to work in the practice.” If anything unusual has been happening, a policy has changed, or new staff have been hired, I let them know by saying “So-and-so has just happened, but that’s not your problem. We know our service has slipped, but we’re hoping we are on the way to getting it fixed.”

Don’t forget that patients can tell if you are not being sincere when you apologize.

Step Five: Answer Questions

Answer any questions the patient has. Why did the policy change? Why can’t I get an appointment when I need one? How will you fix this for me?

Step Six: Close the Meeting

If the patient complaint requires an investigation and resolution, I give the patient a date when I will be back in touch with more information. If the patient complaint does not require any resolution on the patient side, I offer my name again and give them a business card or a way for them to contact me if they have further problems.

Step Seven: Resolve the Situation

I follow-up on the information the patient has given me to find out where the system broke down or where a new system might need to be developed, and if needed, contact the patient with further information and/or resolution.

Although most people prefer not to hear complaints, paying close attention to patient complaints helps a manager to keep a pulse on the practice, know what patients are struggling with, and of course, practice humility. All good stuff.

Photo Credit: CarbonNYC [in SF!] via Compfight cc

Posted in: Amazing Customer Service, Manage My Practice Classics

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5 Ways Technology Can Help Your Patient Relationship Management

Using Technology to Improve Patient Relationship ManagementPatient relationship management is about more than just healthcare issues; it’s about building a connection that leaves your patients feeling that you genuinely have their personal interests in mind. We all love to be recognized, and your patients appreciate it when you recall what their children’s names are, what you discussed with them during their previous visit, and where they went for their vacation.

It’s pretty impossible to keep track of everything if you have several hundred patients, however. That’s where technology can help you. Remember the old box of patient card files on which you’d make notes? Now, keeping track is just so much easier with the various tools available to physicians.

#1: Keep Electronic Records

If you’re a typical technophobe and don’t relate well to unfamiliar software programs, your record-keeping can be as easy as a Word or Text document for each patient. Set up a template for yourself that lists the data you want to keep track of, and simply enter the information into the file after each patient visit. Information could include fields such as:

  • Personal info
  • Family details
  • Chronic illnesses
  • Allergies
  • Medication
  • Visits

As long as you update the patients’ records diligently after every visit, this patient relationship management system will work for you, although it doesn’t enable you to communicate regularly.

#2: Use a Spreadsheet

A slightly more sophisticated way of keeping records than basic documents, Excel spreadsheets offer data sorting abilities that are useful. You can also keep all your patients’ information in one file, which saves you having to track and open multiple files. Use the worksheet tabs to categorize and group patients by type of illness or some other criteria that’s meaningful to you.

#3: Set Up a Database

There are multiple free and paid database programs available that you can use to set up a patient relationship management system. From Microsoft Office’s Access program through to Apache Open Office’s Baseand the software will not only store the information you add but generate reports, graphs, reminders and a mailing list that you can use with an email marketing program for communication purposes.

#4: Get a CRM Program

Commercial CRM programs such as InTouch CRM and BatchBook enable medical practices to store patient information,communicate via email or text message, and keep track of message opens and click throughs.  A customized CRM program can do the same for your practice. Not only does the program have the ability to store all relevant information about each patient, but you can set up alerts to identify critical changes in the patient’s condition based on data input from one visit to the next – without having to do a manual evaluation.

The patient relationship management program compares current data with data from previous consultations, such as blood pressure readings and cholesterol screening results. If the comparison generates an alert, you can proactively contact the patient to discuss it. At the same time, the system can generate automatic emailing of information to the patient to help educate him.

#5: Implement a Patient Portal

Cream of the crop is the digital patient portal, which enables you to store all information about your patients including test results. Patients get a secure login that lets them view their health records as well as make appointments online or communicate with you via a question facility or a discussion forum. You can set up automated emails based on criteria such as birthdays (personal info), allergies (seasonal) and medication refills needed.

Whatever method you choose to help you with your patient relationship management, keeping the information up to date is vital to enable it to be successful.

Greg FawcettAbout the Author: Greg Fawcett is President of leading North Carolina medical marketing firm Precision Marketing Partners. In this capacity Greg helps healthcare service entities to research their target markets, build their brands and develop creative strategies to reach patients.

Posted in: Amazing Customer Service, Day-to-Day Operations, Innovation, Leadership, Practice Marketing

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Technology and Healthcare: Breaking Down Doctor-Patient Barriers – Guest Post by Howard J. Luks, MD

Mary Pat’s Note: I want to share these thoughts about technology and the doctor-patient relationship from Dr. Howard Luks. Dr. Luks is a member of the Mayo Clinic Center for Social Media, a fantastic follow on twitter, and originally posted these on his site, which is a recommended read for anyone interested in healthcare.

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A Doctor and Mother discuss a Child's Treatment

Technology conjures images of steel and gadgets.  Parts and pieces. Bells and whistles.  It’s sophisticated. Intriguing.  High tech. But it’s well… cold and impersonal. Or is it? Many of us have witnessed firsthand the things that distance patients from doctors. Status. Knowledge. Jargon. Peculiar equipment. Rushed visits. Should we add technology to the mix?

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Posted in: Headlines, Innovation, Leadership, Social Media

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