Basic Expectations on Physician-Patient Communication and Exam Room Experience

Basic Expectations on Physician-Patient Communication and Exam Room Experience

Steve Sisko Healthcare Data, Technology & [email protected]

Before Our Encounter


Make it easy for me to reach you• Don’t make me search for contact information• List contact info for different functions: scheduling vs.

refills vs. billing vs. something else• If you use an IVR, give me an easy way to reach a

human right from the start


Let me handle administrative tasks BEFORE my visit• Provide online access to History & Physical,

insurance information and other forms • Let me complete all forms online and print out a

copy

This will save your office administrative effort too


Help me prepare for my visit

• For optimal outcomes, certain medical specialties and/or procedures often require some sort of preparation prior to being performed. Help me understand what I can expect and what I can do to get the best possible outcome BEFORE I get to your office.


Remind me of my appointment 48-72 hours before it occurs• I may have made my appointment over a month ago

• Sending a simple text or email will suffice quite nicely

• Lots of low-cost electronic communication services are available


Give me something good to consume while I wait• You have me captured in your waiting room AND

your exam room

• This is a unique opportunity to convey information about your practice and its services to me

• What can you give me to read, watch or listen to?

During Our Encounter

During Our EncounterGreet me in a calm, unrushed manner

• I’m probably at my most anxious moment the minutes before you enter the exam room

• Even a little eye contact goes a long way

• And aslight smile goes an even longer way at putting me at ease

During Our EncounterListen to what I have to say and don’t rush me

• Physicians wait an average of 18 seconds before interrupting a patient’s narratives of their condition

• Be above average and don’t interrupt me while I explain ‘what brings me to your office’

• You have my permission to interrupt me after two minutes

During Our EncounterLook at me when asking me a question or explaining something

• Eye contact goes a long way in establishing a human connection

• Common Complaints:

“My doctor doesn’t face me. He just types into his laptop”

“It seems like my doctor always keeps one hand on the doorknob.”

During Our EncounterAvoid complex terminology/medical jargon

• Don’t overestimate my health literacy

• I’m likely nervous about being in your exam room in the first place.

• Keep in mind that I may be too embarrassed to ask clarifying questions.

• Try to ask questions to assess my understanding, repeat potentially confusing or complex explanations as needed, and encourage questions

After Our Encounter

After Our Encounter

Make sure I understand The Next Steps• Make sure you are clear about what I can expect

and what I need to do.

• Don’t assume something is so simple that even a cave man or cave woman could do it

• Ideally, have me walk out of your office with printed information and instructions.

After Our EncounterLet me know who I can contact if I have any questions

• Patients need to understand what we’re being told and have simple information about our treatment and medicines

• Maybe I need clarification about a specific instruction you gave me during our encounter

• I’ll feel much better and secure if I know exactly how and when I can get in touch with your office about specific needs

After Our Encounter

Provide test results on a timely basis• I may be expecting the worst possible outcome for

any lab work or imaging exams you ordered or performed

• Please don’t make me wait any longer than is absolutely necessary learn the results

• Help me understand what borderline or out of range results mean to me on both a short-term and long-term basis

It’s NOT Rocket Science!

None of the above require any fancy, high-cost, hard-to-operate technology.

Keep the above in mind and communicate effectively as a physician