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Don't Get Sued: Five Communication Tips For Physicians
Today's physician is busier than ever before. Managed care
headaches, too many patients, electronic medical records, and
other emerging technology make some physicians feel that they
simply don't have enough time to communicate with each patient.
According to Dr. Peter Barnett, an internist and assistant
professor at University of New Mexico, "the time you spend
up-front frequently saves time later [in the form of] phones
calls, questions and complaints."*
Improving communication with patients has clear benefits in
reduced risk for malpractice suits, improved physician
satisfaction, and better patient understanding of conditions and
treatments leading to greater compliance. Medical schools are
beginning to address communication in their curricula, but what
about the physician who is far out of medical school? Here are
five simple ways to start.
1. Put Down that File or Tablet PC!
Non verbal behavior often communicates things we have no
intention of communicating. You may be able to fully attend to a
patient while reviewing and making notations in their charts or
on your computer, but you are communicating that what they are
saying is not important enough to give your full attention. Make
eye contact with the patient, be aware of how you are holding
your body (uncross your arms, lean forward) and, most
importantly, don't interrupt. 2. Be Human
My son was born premature and had some medical issues for the
first few months of his life. We had an amazing pediatrician at
the time. Though she had extensive medical knowledge, the reason
we trusted her was primarily because she made herself so human
to us. She decreased the power differential by telling us that
she prayed about our son at night. When discussing decisions
that needed to be made, she indicated which choice she would
make if it were her child, she knew how to joke and keep things
light when needed, and just through casual conversation during
appointments we knew little things about her family and
interests. Even when working with patients, she was a person
first and then a doctor.
3. Show Compassion/Empathy
Many people may think that being empathetic and compassionate
are traits that can't be learned. I believe that most physicians
have these traits or they would not have chosen their line of
work. They often just need work with the skill of showing it.
Actively listen when patients are talking to you. Increase your
comfort with feeling words and expand your emotional vocabulary.
Try to listen for what they may be feeling or think about what
you may feel in a similar situation. Use the formula "I can
understand why you would feel _______. Is there anything I can
do to help with that?" You may actually be able to provide a
solution be it literature, a different prescription,
clarification, reassurance, or support.
4. Clarify
One common communication error physicians make is to talk at the
patient, rather than discuss the situation with them. We
understand that this may be the 30th case of the flu you've seen
this week, but to the patient, it's unique. What may seem very
clear and simple to you can be extremely confusing for your most
educated patients. After explaining something to a patient, ask
for their understanding of the situation. Practice the same
strategy yourself and summarize the patients concerns or
questions that they present to you.
5. Increase Self-Awareness
Practice the skill of self-observation. Learn the strengths and
weaknesses in your personality. Be aware of your style, habits,
and tone. Note how you communicated after people responded
positively and negatively to you. Ask a trusted friend, family
member or professional advisor for an assessment of your verbal
and non-verbal communication skills. By increasing your
self-awareness you will be able to pinpoint the areas of
communication you want to consciously improve.
Not surprisingly, physicians who lack effective communications
in the workplace will often have issues in their personal lives,
such as strained relationships with children, marital problems,
divorce, and dating difficulties. Learning to communicate
effectively can lead to dramatic improvements in one's quality
of life from both a professional and a personal perspective.
Incorporating these new skills consistently can be difficult and
outside help is often useful.
*"Bedside Manner for the Modern World" Joanne Tetrault PHYSICIAN
PRACTICE October 2005
About the author:
Jennifer Viemont is a life coach and Licensed Clinical Social
Worker who trains, consults with and coaches clients in her
nationwide life coaching practice, Deliberate Living
(http://www.deliberateliving.org/). Her practice specializes in
working to improve relationships in the lives of physicians and
others.
Jennifer Viemont
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