With the ability to collect near-instant patient feedback through online reviews and patient surveys, most doctors understand that how they make patients feel is just as important as the clinical care they provide. Having a good bedside manner is key to building relationships with patients and improving the health of both your patients and your practice.
Patient Health
A review published in PLOS One examined data from randomized, controlled trials to see whether physician-patient interactions affected outcomes. The researchers compared physicians who conducted business as usual with those who received some sort of relationship-building training, including interviewing skills, goal setting and building empathy. The study found that the training had a positive effect on patient outcomes, namely for weight loss, blood pressure, blood sugar and pain.
Developing a rapport with patients is especially important when managing chronic conditions or delivering bad news. Patients are more likely to follow the advice of physicians they trust. You can better educate your patients and empower them to manage their own health by fostering open communication.
Patient Loyalty
Patients seek out a good bedside manner when choosing physicians. In fact, some patients prioritize rapport over clinical factors. An analysis by Healthgrades and the Medical Group Managment Association (MGMA) looked at 7 million published physician reviews to get a sense of what matters to patients. More than half of the reviews, both positive and negative, mentioned compassion, personality and bedside manner. Face-to-face time was the most important nonclinical factor cited in these reviews.
In a smaller practice setting, clinicians rely on happy patients to return and to share their experiences with friends. Not everyone will go online and submit a review, but many will talk to their friends and family members about how they feel about their gynecologist.
Ways to Improve Bedside Manner
Bedside manner is a broad term to encompass your overall interactions with patients. Communication is one of the primary indicators of your manner. Patients seek out physicians who are empathetic, who are respectful and who listen to their concerns.
The words you use convey a certain tone and can affect patient perceptions. A study published in the Journal of the American Medical Association (JAMA) reported that language may affect physicians' bottom line. Here are some do's and don'ts to help clinicians avoid common pitfalls and improve patient communication.
- Don't ask leading questions, such as, "Are you feeling (specific symptoms)?" Do ask open-ended questions.
- Don't overuse medical jargon. Do explain test results or diagnoses in layman's terms and check for understanding.
- Don't be critical — for example, do not call patients "poor historians" for not remembering their health history. Do try prompting them to remember based on their medical record or previous statements.
- Don't say "unremarkable" or "normal" when discussing test results. Do specifically state what you did not find and what that means.
- Don't say "I understand" when delivering bad news. Do be empathetic and offer compassion.
- Don't refer to women as "girls." Do use respectful terms that your patients seem to prefer.
In addition to clear communication, sitting, making eye contact and spending as much time as you can with patients will help them feel more connected and appreciated.
Bedside manner applies to nurses and physician assistants as well as physicians. All caregivers who come into contact with a patient play a role in her perception of care and her feelings when it comes time to complete a survey or recommend the practice to friends.
