Patient-centered communication is one of the primary keys to developing lasting relationships with patients and promoting loyalty within your practice. Although the majority of people search online for health information, most patients ultimately rely on their doctors and want to have meaningful conversations with them.
Women visit their gynecologist's office seeking useful information that empowers them to take control of their health, and they want it delivered compassionately and with empathy. It can be challenging to meet that goal since, according to Medscape's "2016 Physician Compensation Report," most physicians spend a mere 13 to 16 minutes with their patients. However, you can implement some communication techniques across all interactions to make the visit feel longer. You can also use technology to increase productivity and encourage an ongoing, valued relationship with the patient.
Improving Patient-Centered Communication
The American Congress of Obstetricians and Gynecologists (ACOG) reported that positive patient-provider communication builds trust and improves outcomes and long-term health. ACOG suggested multiple communication tools and techniques to display empathy, build partnerships and overcome biases. Some styles may work better than others, depending on the patient makeup of a particular practice.
Overall, women feel pretty confident in their ability to understand health information and want to be treated as partners in their care. According to a survey by the consulting group Prophet, women come to the gynecologist to get information on preventive care or detailed explanations of what's going on with their health.
To develop an effective patient-centered communication technique, clinicians should implement the following seven strategies.
- Sit. Sitting down while talking shows the patient that you're not in a hurry and have time to listen.
- Make eye contact. Show the patient you're listening. Although you may occasionally need to check a computer or tablet to verify the patient's medical information, look back up from the device quickly. Avoid checking your watch during a visit as well.
- Listen as much or more than you talk. In one survey by the Society for Participatory Medicine, 85 percent of respondents said having a doctor who listens is important to a positive experience. Your patient will likely give you all the information you need if you allow her time to tell her story. Ask open-ended questions to steer the conversation as needed.
- Acknowledge your patient's concerns and research. It's important to hear and acknowledge the patient's concerns, even when she's wrong. She may have conducted a web search about her health and arrived at an incorrect diagnosis. Shutting down her research immediately is likely to cut off further conversation. Acknowledge what she's learned and then explain your position in detail.
- Overcome implicit biases. Everyone has implicit biases, and it takes work to overcome them. The DO advised doctors to be conscious of their gut reactions to people. This may help clinicians recognize biases based on age, race, weight and other factors.
- Respect cultural and personal beliefs. Accommodate the patient's beliefs and cultures in her medical care as much as possible.
- Ensure understanding of medical information. Ask patients to repeat back, in their own words, what you've told them. Provide translated materials and share links to reputable online sources for more information.
How Can Technology Help?
Advances in technology have been both good and bad for physician-patient relationships. Analysis of electronic medical records can help you provide better, more personalized treatment plans based on collective and historical data. However, there's also a risk of being too focused on a computer or device while the patient is talking.
Most patients, especially younger ones, are receptive to technology as an integral part of their medical care. A Nuance study titled "Healthcare From the Patient Perspective" found that 59 percent of patients believe technology improves patient care. Some tools to help physicians improve patient-centered communication include dictation software, online portals and mobile apps. Dictation software, in particular, can help reduce time spent documenting, giving you more face-to-face time with patients.
Technology also extends to the diagnostic and laboratory equipment you provide in your office. For example, 3D ultrasound offers a convenient, familiar option that is often more cost-effective for evaluating and diagnosing common gynecologic issues. With ultrasound, you can keep the patient in your office to discuss findings in real time, while also building trust and empowering her to manage her health through better understanding.
Online portals enable patients and clinicians to continue communications that started in the office. You can send secure messages to patients and give them access to their own medical information, including their ultrasound images and lab test results.
Mobile health apps are exciting prospects. When you see a patient once a year, there's little ongoing communication or medical management, and you must rely on her to be proactive about her health between visits. Some health apps can provide reminders and advice, and track information that can be sent to doctors.
Technological assistance aside, the best way to improve the patient experience, boost satisfaction and build trust with patients is to self-evaluate your communication style and systems. Make improvements where needed and remember to share those lessons with your staff.
