Tips For Improving Patient Satisfaction
Working in medicine often means dealing with busy days full of add-on patients and double-booked slots. It is easy to lose sight of the patient’s perspective as we juggle varied tasks throughout a hectic clinic day. While we may be seeing 30+ patients per day, our patients are there to see one person—You, their provider! Their appointment may be the first they’ve had in months (or years) and many enter the exam room anxious about disrobing, having their bodies examined, receiving worrisome diagnoses, or having the resources to treat their skin diseases. It is certainly not “business as usual” for them. Here are some tips for alleviating their anxiety and improving patient satisfaction.
It starts with a proper introduction. Ask if you are pronouncing their name correctly, and introduce yourself and your title. Ask, “Who do we have with us today?” rather than assuming the relationship between the patient and others in the exam room. Introduce the support staff joining you as well as any students joining you. Then, provide a quick summary of what your nurse or medical assistant told you regarding the reason(s) for today’s visit. This will instill confidence that you come prepared and that there’s good communication amongst your team.
Next, give the patient your undivided attention for 1-2 minutes. Say, “Tell me a little more about what brought you in today,” and let the patient tell their story. Listen to the details before asking follow-up questions. Try to be seated and maintain good eye contact. After collecting the history, eliminate surprises by explaining what you will do during the physical exam. Many dermatology providers will discuss the order in which they will examine the patient, describe a dermatoscope and its utility, or verbalize some specific features or aspects of a lesion or disease that would be important diagnostic clues. Explanations are especially important during a biopsy, when patients are most anxious. Tapping or rubbing nearby skin while injecting slowly will reduce the pain of local anesthesia. Conversations are excellent ways to distract from any discomfort – ask about their occupation, travel, kids, pets, favorite restaurants, etc. Bonus points if you can make them smile or laugh!
If you discuss a new diagnosis or treatment plan, speak more slowly. Although we are fluent in the “language” of dermatology, the patient needs time to process new information. Pause and see if they have any questions. Ask if your explanation made sense to them. As you conclude the encounter, ask if you have addressed all their concerns and answered all their questions. Double check that prescriptions were sent to the correct pharmacy. Then, clearly explain expectations, follow-up recommendations, and what to do if their symptoms worsen. Let them know you will be providing a written or online summary so they don’t need to worry about remembering everything you discussed. Lastly, because nobody likes to get lost in the winding halls of a clinic, guide your patient back to the lobby or check-out desk.
I hope these tips help create a more comfortable visit for your patients, improve your patient satisfaction scores, and ultimately increase the trust and respect of your healthcare organization.
Clara Wilson, MS, PA-C, is a dermatology physician assistant at the Cleveland Clinic in Cleveland, Ohio. She treats medical and surgical patients with an emphasis on skin cancer prevention, detection and management. Clara is also an adjunct professor of dermatology at the Case Western Reserve University Physician Assistant Program, where she teaches both adult and pediatric dermatology.