Effective Patient Communication

By Larry M. Guzzardo, author of, “Powerful Practice” and “Getting Things Done” Have you ever finished talking with a patient and wished you could take back everything you said, replacing the words with something that sounded better?  Why do we get tongue-tied when patients ask questions we know how to answer but are unable to respond clearly? Ask yourself; How prepared am I to answer questions whenever they are asked, no matter who asks them or where they are asked? You see, no one can promise that patients will only ask questions at the proper time, exactly when you are ready, and in a place that is appropriate to talk. Consider the individual who calls your cell phone not knowing you are attending a business meeting and not able to talk, even though you answer the call. It’s really no different for a patient. For all they know, anytime they have a question, the time and place is perfect. Isn’t it? Well, not always, and there is a way to tell someone. There is nothing like an interruption to impair concentration and destroy productivity. Instead, when a question unexpectedly pops up, seize the opportunity to shine. Here are some points to consider:

1. Cushion your response by validating the significance of the question and indicating you heard the question before providing an answer. Try this; Thanks for bringing that up. Or; I’m glad you asked that.
2. Acknowledge the patient’s concern. I wouldn’t want to have any treatment done that was not necessary.
3. Repeat the question for clarity. Don’t get caught answering a question, that is not the one the patient asked. Let me see if I heard you correctly; your concern was?
4. Answer the question. You don’t need to have an answer prepared; however, you do have to be prepared to know how to answer.

Not all questions should be answered exactly the same way. For instance, if the question is hopeless: Can you help me? I’m just here on vacation and on my way home right now. It would be best to move on with a quick instruction to help the patient feel more comfortable. So that you will be able to tolerate the trip home, try! There is obviously no need to schedule an appointment for this individual.