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The Patient Experience with Criticare Clinics Providers.

Updated: Oct 14, 2019

Urgent Care

  • The medical marketplace now judges us more by virtue of our ability to communicate than by our ability to diagnose and treat.

  • As providers, we need to be the driver of the ship on site and help set the tone for the day.

  • If your UC is very busy you may have to juggle several patents at the same time. Finish your charting later. Let the nurses know that you want to utilize ANIs. If you have four patients to be seen pop your head in the last 2 patients and let them know you will see them as soon as possible...

  • Our credibility to treat patients effectively will be predicted by our ability to get the patients to understand and do what we ask of them.

• Communicating with a patient

  • Before entering the room review the patient’s chart, look at HPI, PMH, Vitals, etc. and look to see if they have been in the center or any Baptist facility before, if possible and see why they have been there before.

  • Smile, introduce yourself and shake patient’s hands. Introduce yourself to all in room and shake everyone’s hand if you can. (But then please wash your hands before you examine the patient and after you examine the patient.)

  • Acknowledge anyone who enters the room with the patient.

  • If the patient has been at the center before you may want to ask how that previous condition is.

  • Communicate your awareness of his/her previous visits.

  • What you know or don’t know when you enter the room creates or undermines the confidence that the patient has with you.

  • Check your body posture. Challenge yourself to maintain good body posture, command performance, and always standing tall, smiling, and projective confidence.

  • Sit down-using stools/chairs, patient perceives provider is sitting in room 5 times as long. Remember- 2 minutes of sitting is like 10 minutes of standing.

  • Uncross your arms to welcome patient.

  • Did you know your voice changes when you cross your arms/ less vital capacity?

  • Use a consistent opening remark. I normally say “We are sorry for any delay.” (If you are more than 10 minutes behind), or say” I know that it can be frustrating to have to wait so long.”

  • “Did everything go well in registration? Use humor when you can. Laughter makes a notable, positive impact on patients and conveys unhurriedness and approachability.

  • A non-medical dialogue is effective in showing patents that you care about them as a person. You may thank them for coming and welcome them to the center.

  • It is always nice to tell patient’ a little about yourself. “I am a family practitioner and have been in Miami 5 years and have been working with Baptist health for 3 years”.

  • Sometimes the patients tell their clinical story in convoluted mess that needs clarity. Sometimes patients tell their story cleanly and concisely. Either way it is important for us to listen carefully.

  • If they are rambling after 2 minutes you might say: “Clearly there are a lot of things going on right now for you. Tell me what it is that is bothering you most” or “What is it that you are most worried about?”

  • If possible when they finish their story try to repeat their story back to them. And then ask them. Did I get it right? You should be able to summarize in 4 tactical sentences. This is paraphrasing.

  • Try less interruption. Docs interrupt after 12 seconds, nurses after 48 seconds. (Nurses are 4 times better than docs)

  • Nodding is affirming- in contrast to yawning.

  • Leaning forward not back shows you are interested.

  • Eye to eye with patient makes it easier to talk with the patient, it is more respectful.

  • It is all in the eyes- Patients know within 10 seconds if they will like you or not. Look into their eyes and make a connection. Your first eye contact should be prolonged and caring. The same is true for any family member in the room.)

  • They want to see that you care. I always say- “I am sorry that you are not feeling well.” You can say anything as long as they know that you care. It doesn't take any time.

  • Staring blankly at patients is not so good. Continued eye contact, leaning forward or periodic head nodding to convey your interest is better. Terms like Go on, continue, I’m listening creates connection.

  • Utilize scripting to help with patient happiness; “Wounds always heal with scars but I’m going to try and make yours as small as possible.” “I’m cleaning the wound very thoroughly.” “There is a chance that there still is a foreign body in your wound.” “Even though we have to transfer you at this time it was a wise choice that you came so that we could help stabilize you and expedite your care.”

• Physical Exam

  • Let the patient hear what you see; “Your tonsils are quite red, your ears look fine, you have a few lymph node in your neck, etc.” “I am going to listen to your heart and lungs now. You are moving air well and your lung field sounds are clear. Your heart sounds are normal. I don’t hear any murmurs or heart problems”. “I felt no lymph node swelling or enlargement, your thyroid is of normal size, and I hear no bruits over your internal carotid artery. Your spleen and liver are of normal size and everything in your abdominal area appears to be normal, etc.”

  • It is no longer acceptable for a nurse or provider to take a patient’s blood pressure and turn her/his back on the patient and write it down, without commenting on what the numbers are.

  • The more information you provide to patients about themselves the greater the value for the visit in the eyes of patient.

  • Patients will have specific duration of procedures, and waiting times explained and communicated every time.

  • Staff and physicians will explain everything that will happen with the care of the patient to include what is involved, why it is being done, how long it will take, if it will hurt and what the next step of care will be. If examining a private area, chaperone from medical personnel is to be present and visualizing the examination of the area affected at all times.

  • Everyone involved in the care of the patient will make sure that extensive efforts to be sure all of the patient’s questions are answered.

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