Think about it, doesn't matter what kind of state of the art hospital you're in, if health care professionals are not communicating with you properly, you'll have a negative experience.
The following article focuses on doctors, but I think this is a very important issue for all health care professionals.
Essentially, providing good, strong communication skills will increase the perception of positive health care, decrease costs (lawsuits, repeated or redundant procedures) and really foster a good reputation for the organization.
Check it out:
http://online.wsj.com/article_email/SB10001424127887323628804578346223960774296-lMyQjAxMTAzMDAwOTEwNDkyWj.html?mod=wsj_valettop_email#articleTabs%3Darticle
The article states that the great health care machine is finally listening to patient complaints of poor bedside manner. There are now specific classes teaching doctors how to communicate with patients, and how to show empathy and compassion.
Improving communication, it's a win-win scenario. The patients win by having a positive health care experience, the health care system wins by reducing costs all across the board.
Not good:
 |
| Let's not get to this point shall we? |
Better:
 |
| Look at how happy everyone is |
Any tips and tricks you guys use for ensuring that communication between you and the patient is always excellent?
Makes a whole lot of sense actually! Many patients, including myself will choose their family doctor by their bedside manner, not their expertise, experience or perceived excellence. Same goes for which hospital to attend (if I've got a choice). Doesn't matter how many positive experiences you get, just 1 negative experience will erase all the positives and it will take a very long time, if ever, to mend that rift.
ReplyDeleteExamples of good communication skills:
ReplyDeleteFriendly, but not too friendly
Firm, but not cold
Paraphrasing, putting complicated concepts into laymans terms...but not so dumbed down that it feels like you're being patronized.
Some joking is fine.
Honesty is the best policy. Don't dance around issues, just tell it to the patient straight.
Confidentiality - I can't be feeling like whatever I tell you is going to get around town later that night.
Equality - Treat everyone the same, or at least be a good enough judge of character to know how to treat someone.
Know what the best part of the above is? It's free.
Implementing all of these ideas are completely free, and completely effective. How else can you significantly improve health care by not spending a dime?