Communication Skills x Patient Experience
By: Damaris Villalva Cruz
At some point in our lives we have all been to a doctors office where we haven’t had the best experience as a patient. Then again, who likes going to the doctor in the first place. I've been to places where I'm greeted by not so friendly staff, waited for hours, had to take off work and then only talk to the physician less than 10 min. So what can physicians do to improve that patient experience and continue building trust? Physicians need to remember to bring the human touch to the treatment experience. By doing so it will help build that trusting and lasting relationship. What are some ways to create that human connection between physicians and patients? By improving people skills and communication techniques, you can transform the patient experience, increase patient satisfaction, and improve outcomes.
What are “soft skills” or people skills?
People skills include the ability to communicate effectively, listening skills, and most importantly empathy. These qualities make someone a well-rounded professional.
Why is this important?
Patients have experienced a lack of compassion by their physicians and have often felt rushed by their doctor. Patients need to feel like their physician is listening and caring for them. This will increase the likelihood that they will feel confident that they have received the best care possible. This increases patient satisfaction and, most importantly, you will create a long lasting relationship with your patient.
What are some Ways to make them feel more comfortable?
Attentiveness- The soft skill of listening goes hand in hand with that of communication. So listen without interrupting. Successful physicians actively listen to both their patient's verbal and nonverbal communications in order to better understand the patient's problem. This requires more than entering notes into the EMR. This also ties into being receptive to feedback. Make sure you are paying attention to the type of feedback your patients are giving to your practice. If you listen to what they are saying you can easily make changes to improve their patient experience at your practice.
Attitude- Your attitude goes a long way without saying. Sometimes it can be hard at the office or in your personal life. Don’t let that affect your attitude towards patients. Remember that as much as you are reading your patient, they are reading you too.
Remain true to your Identity - There is a reason why we choose the career that we choose. It's because we are passionate about it and truly believe that we are making a difference. Make sure the patients see and feel that passion. It’s about connecting your head and heart to truly connect with patients.
Provide more information in less time. No one likes to be in an office for hours when in reality they only spend less than 10 minutes with the physician. Patients go to great lengths to be at your office, whether it’s taking off work, arranging a sitter, driving a great distance, or even arranging for someone else to drive them. They choose your practice for a reason, make sure you provide a great standard of care in order for them to continue coming back to your practice. Remember that your staff has a big role to play in this too. Your practice as a whole needs to learn how to work efficiently in order to reduce the wait time and improve the patient experience as a whole.
Follow up. It's important to follow up with them to let them know they are valued. A simple thank you letter after their appointment can go a long way. When following up with them, again, you must personalize your message. Not only a thank you follow up but appointment reminders months or years later. Encouraging your patients to come in for their regular eye checkup is important in identifying eye diseases early, in turn, preserving their vision.
How to develop your skills
Know yourself- As mentioned, knowing who you really are and your intentions will go a long way when it comes to connection with others.
Know your social and professional communication style- We all have two personalities. The ones we use in a professional setting and the one we use in personal settings. We communicate very differently with patients as opposed to with friends. Make sure your communication style is appropriate during the work setting.
Improve your communication skills-Take a writing or public speaking course to improve your networking and negotiation skills.
These are just a couple of things to consider when trying to improve your patient experience, and increase patient satisfaction. Remember that patients want to be cared for and one of the things that you can do personally is to improve your people’s skills in order to add an extra element of patient care.
For more information about how to improve the patient experience in your office, contact careteam@visioncareconnect.com