How Effectively Do You Communicate With Your Patients, Doctor?
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Imagine that you’re eavesdropping on a former patient. The ex patient has just been asked about you, and says “I just couldn’t warm up to him. I never really trusted his diagnosis.” 
Wow. That would hurt, wouldn’t it? And yet, its a safe bet that a large number of your former patients who stopped coming back did so not because of your skill as a treating physician, but rather because they were never comfortable talking to you about that treatment.
There have always been patients who wish to be better informed, and wish for their doctors to consult with them in the creation of treatment options and solutions. This is currently being discussed as the “patient centered” model. It’s going to become more common as patients find more information about their conditions available on the Internet.
But, there are also patients, usually older patients, who don’t want to participate in the decision making process. They want to be told with certainty by the final authority, the doctor himself, what to do next.
And the final ingredient is your interaction with the patient. Are you consultive? Or directive?
As you might imagine this can cause major problems for the health care provider who doesn’t recognize the importance of communication styles.
It would be easy to dismiss those who aren’t comfortable with our styles.
Easy and costly.
Because those who have been dismissed are the most likely to actively seek a new provider. Worse yet, they are less likely to follow the treatment plan if it’s delivered by someone who’s attitudes toward physician/patient roles are aligned with their attitudes.
Professor Alan Christensen of the University of Iowa explains, “We know from other research … when people’s expectations aren’t met, the psychological reaction can be to try to restore control by doing their own thing, or even doing the opposite of what they’re told.”
Its been demonstrated that patients who leave your office with questions you didn’t answer are more likely to feel dissatisfied with your services. The strange part is that their feelings have nothing to do with whether they actually asked those questions, or even whether their conditions improve.
So what can you do?
Talk less. Listen more.
Consultive patients will appreciate that you’re accepting their input. Directive patients will be impressed with the thoroughness with which you gather information before giving your diagnosis of the cause of their problems.
Maintain eye contact. Wait for the patient to finish his sentences, and never try to do so for him. Paraphrase what he’s just said and repeat it back to him to verify that you do understand. And when you do summarize your findings do so in layman’s terms.
And two more suggestions that will help to bridge the gap between your communication style and that of your patients:
- Invest in preprinted educational materials related to the condition they’re being treated for. Leaving these materials in your lobby and examination rooms will also show your commitment to disease prevention.
- A newsletter for your practice can allow you to provide information about treatment options (as well as prevention tips). Newsletters also give you the opportunity to inform patients about changes in your practice.
If you mail your newsletter, you may have considered sending it by e-mail to patients who have given you their e-mail addresses. Instead, post it on your website, and send a brief e-mail note with a link back to your website.
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How Effectively Do You Communicate With Your Patients, Doctor? copyright © 2007 Chuck McKay and AdvanceMyPractice.com. All rights reserved.
Chuck McKay is a marketing consultant who works primarily with professional practices and owner operated businesses. Questions about consultive or directive communications styles may be directed to ChuckMcKay@ChuckMcKayOnLine.com.