The Executive Suite: Back to basics: Putting patients first

There is nothing in my practice of medicine that equals the joy of focusing on patients and making every effort to ensure that each encounter fosters a positive doctor-patient experience.

Well, maybe one thing that exceeds that satisfaction is positive outcomes.

In my experience, the patients with whom I've developed close and trusting relationships seem to be better at following treatment plans, which helps improve positive outcomes.

For decades, research has found strong indicators that the quality of the doctor-patient relationship impacts health outcomes. One significant finding is that the physician's knowledge of the patient's disorders and emotional state is associated positively with whether the medical problem is resolved. Evidence shows that patients who feel they are not heard or respected by their doctors experience poorer outcomes.

A study from Massachusetts General Hospital finds that improving the doctor-patient relationship can produce health outcomes as beneficial as some common treatment protocols. It concluded that strategies such as making consistent eye contact, being attentive to patients' emotions, and helping them set goals can improve patient satisfaction.

Enhancing the doctor-patient relationship grows your medical practice

Start by recognizing that every patient is a walking advertisement for your practice. Suppose you have a satisfied patient, like any satisfied customer. In that case, they will tell 9-15 others about their positive experience. In contrast, 13% of patients (customers) with a negative experience will tell more than 20 people.

Access to your practice impacts the patient relationship

An important metric for patients is their ability to access the practice. It should be a goal to accommodate new patients within three to five days of their first telephone contact with the office. Ideally, established patients should be seen within two weeks of their request for an appointment. Of course, urgencies and emergencies should be seen the same day they contact the office.

Telehealth nurtures patient engagement

During the pandemic crisis that impacted doctors and patients, telemedicine improved the efficiency of the practice and made access to it much easier. Patients who can arrange a virtual visit the same day they call for an appointment are highly satisfied.

Delegating enhances efficiencies

One of the main complaints that today's patients have with their providers is that the doctor spends too much time looking at a computer screen and not at the patient. This situation can easily be resolved using a scribe or one of the new voice-to-text software programs to perform data entry. This process change enhances the doctor-patient relationship as it improves practice efficiency, allows doctors to see more patients each day, and has fewer records to review at the end of the day. This translates to less" pajama time" or time in the evening when doctors struggle to complete their medical records. This situation also leads to increased physician burnout.

If you can't employ a scribe, be attuned to engaging with the patient as you take notes. Explain what you are doing and the need to immediately update medical records in this manner. You can take a small break from typing to talk directly to the patient. Make eye contact. (Just think how you would like to be treated as a patient.)

Everyone appreciates timely follow-up

All phone calls, emails, and text messages should be addressed within 24 hours. Your patients will have a favorable impression of the practice if the lab and imaging studies results are reported to them within a day of a procedure or test.

Make use of online tools

The patient portal is an opportunity to increase your patient engagement. Patients can ask insurance questions, request refills, and ask follow-up questions of the provider, all at the patient's convenience. In fact, patients today expect an online experience with their doctors just like they receive from banks, hotels, and airlines.

Bottom line: A patients-first philosophy is an attitude and a strategy for a successful practice. Putting patients first means making every effort to ensure that each patient has a positive experience with your practice. Remember, it's never crowded on the extra mile!