What Patients Want: Courtesy

Posted: Wed, Jul 23, 2014 10:09

This blog could actually be titled “What Everyone Everywhere Wants,” because I can’t think of a single situation in which people enjoy being treated poorly. You've probably heard the saying “common sense isn't common” – unfortunately, it’s true. Even those who know the basics may let a hectic day get the better of them, but no more! Here’s a small refresher course that I like to call Courtesy in Healthcare 101!

Consider This:

All this stuff is common sense, but somehow we forget how important (and easy) it is to

• Read the chart before you start
• Knock before entering (KB4E)
• Start with a warm introduction
• Be alert, courteous, and smile
• Shake hands
• Use the name they give you - Mr. Smith, or Bob, etc.
• Acknowledge if you’re late
• Settle in a chair
• Face the patient
• Thank them for coming in to see you

Bonus: Have you ever considered introducing yourself by first name rather than your last name? It puts patients at ease. It levels the playing field and says we are in this together. It removes a barrier to open dialogue, because you’re not relying on the power or authority of your position. Rapport increases immediately when you use your first name. You don’t have to, just think about it; some physicians out there find it valuable.

Be on high alert for these unimpressive habits:

• Rushed behavior
• Delayed appointments
• Not apologizing for coming in late
• No attempt at all establishing rapport - all business, no emotional connection
• Limited eye contact
• More interrogation than interview

Bill Kelly reminds us that “good manners are simply a way of showing patients that we have respect for them.”

Communications Coach

If you are struggling with how to apply communication skills, maybe it’s time to get a coach.

Personally, I think a good coach is 3/4 expert encourager and 1/4 relentless nag. Find a provider peer that you know and admire who happens to be a great communicator, or a hospital colleague that has exceptional people skills (maybe the lab manager, or a nurse director). You might even want to ask your CEO or CNO to recruit a paid personal coach to help you.

The Take Away:

Remember that small talk is actually big talk. Kids, hobbies, pets, where they’re from – all great small talk starters, and showing interest makes a huge difference. There is always time for a personal moment.

If you’d like to read further, I recommend this article by Leana Wen:

http://www.npr.org/blogs/health/2014/06/25/324005981/heart-of-the-matter-treating-the-disease-instead-of-the-person

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