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| Effective Patient-Provider Relations 101: Information for Healthcare Providers |
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by Marcos A. Vargas, MSHA, PA-C - October 27, 2010
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As clinical providers, we all know it is difficult to please every patient or, better yet, have an optimal rapport every single clinical encounter with them.
Obviously, many detractors come into play, some internally and others externally (i.e., marital disharmony, work issues, family issues, etc.). But the key to developing or building robust clinical partnerships is best achieved when we use a comprehensive approach; one that places our efforts and actions squarely on the patient’s shoulders. In other words, enlisting their own active involvement & participation early on into the relationship and throughout.
According to experts, patients who feel “enlisted” or feel their clinical relationship is a balanced partnership with their providers are more apt to be better collaborators; thus, optimizing clinical outcomes while minimizing liability exposures. Here are 2 techniques on how to build effective patient-provider relationships:
Tip # 1: Become an Empathizer:
Do you probe for specific information with open or closed–ended questions? Which type of questioning you engage in can make a difference in your patient’s perception. For instance, if all your questions are of the close-ended type all the time, then your patient will feel “hurried” or “rushed” through the clinical encounter. Or worse, you may be labeled “abrasive” or “uncaring”.
Also, make small talk about other personal things about themselves if they have shared them with you. Sincere solicitation and sharing of information does help build a positive rapport between you and them.
So it behooves you to ask questions not only in a balanced way, but also in a concerned manner if you expect to build a therapeutic alliance with your patients from the very outset of your clinical relationship. Disgruntled patients often times do not resent what was asked, but rather how the provider queries them. It goes to show you that the tone of questioning can either be a rapport builder or a rapport destroyer. It’s just that simple.
Tip # 2: Balanced & Open Communicative Style:
Clearly a must have non-clinical skill. All successful professional relationships hinge on this very critical skill.
So if you are looking to turn your ordinary relationships into optimal, compliant ones you must depart from outdated “paternalistic” communicating styles. This is best achieved when being specific & succinct while recruiting your patient’s participation in the disease management process. That’s literally half of the battle sort-of-speak.
For example, allow the patient to make participatory comments, recommendations and even suggestions if reasonable—naturally of course. Avoid at times having the last word or as the say “my way or the highway” if you expect to win your patient’s respect, loyalty and trustful rapport.
By remembering & reminding yourself of these two strategies and tips when dealing with patients, you stand to gain the most by aligning your clinical decision-making .To summarize, proposed interventions and decisions that are clearly connected to the patient’s welfare while optimizing the clinical outcome is not only rational, but almost always justifiable in the event of an untoward or adverse outcome.
Marcos A. Vargas, MSHA, PA-C is a Boston born and Puerto Rican bred individual who has an extensive healthcare industry background, both industry-related as a Pharmacy Technician during his undergraduate years, and industry-specific as a dually N.C.C.P.A. certified Physician Assistant in Surgery and Primary care after graduating from the University of Alabama—Birmingham Physician/Surgeon’s Assistant Program. He has held clinical positions in Cardiothoracic, General Surgery, & Emergency Medicine over the past twenty years. He holds a Master’s in Science Administration from Central Michigan University and a Healthcare Risk Management graduate certificate. He has been retained and consulted regularly by both plaintiff & defense law firms over the past 14 years. During this time, he has served as both a consulting medical reviewer and a PA expert. Marcos has lectured on Clinical Risk Management (PA) issues throughout the years to various Michigan-based PA Training Programs. He has done the same for lay audiences, covering a wide range of “Wellness” topics. He has been a supporter and associate member of numerous professional clinical and non-clinical organizations. Currently he is employed as an orthopedic PA at HMC.
The viewpoint expressed in this article is the opinion of the author and is not necessarily the viewpoint of the owners or employees at Healthcare Staffing Innovations, LLC.
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| Marcos A. Vargas, MSHA,PA-C (Flushing, MI) |
on 06 Dec 2010 at 11:24 pm |
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Basically close-ended questions are those that only generate a "yes" or "no" response for the most part, whereas "open-questions"seek more expansive answers. Case in point:
a....did you had a fever last night? (closed-ended question type)
b.did the prescribed medication helped?
Conversely open-ended questions examples would be like this:
a.... tell me more about the fever:when it first started?
b...what type of analgesics have worked for you?
Many medicolegal & Risk Management experts recommend establishing eye contact,sitting down if possible, shaking hands--all which have served me well even before I finished my clinical rotations over 2 decades ago.
I always introduce myself ( as above) & ask the patient what's their first 3 top concerns and share the "cliinical game plan" along with my initial diagnostic impression along the statement that "we" may have to r/o lethal vs bening conditions along the way this is predicated on the test results etc. So as you cans see you have share your decision-making process as well which often times is missing from the chart.
Perhaps, you are one of the very few that are asking the right questions, and for that I congratulate you. Unfortunately most medical encounters are very hurried and work u-ps very cursory...even the ones w/o medical mishaps(malpractice)!
Hope this may have shed some light into your questiion.
Thank you for the opportunity to share with you.I can be reached @ maravarpac@hotmail.com |
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| B.J.525 (California) |
on 30 Nov 2010 at 12:08 pm |
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| Needed more specfic examples. Most providers feel that they are asking the right questions. |
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