Twitter: @drtrinadorrah. Website: www.drtrinadorrah.com ... Avoid medical lingo. ⢠Use the teach back method. ⢠Spea
PATIENT EXPERIENCE TOOLKIT Trina E. Dorrah, MD, MPH Twitter: @drtrinadorrah Website: www.drtrinadorrah.com
Objective • Leave with a toolkit 1. Practical ideas 2. Incorporate immediately 3. Improve your patient experience
BACKGROUND
Baylor Scott & White Health
Baylor Scott & White Health Patients cannot differentiate on quality; patients differentiate based on their experience
What defines a good experience? Knowledgeable 80%
Interested 83%
Listens 84% Respectful 85%
Easy to talk to 84%
Doesn’t rush 81%
Caring 81%
Bright, B. Wall Street Journal/Harris Interactive Poll. 2004.
Background
A
Physician Champion Providers
B
Patient Experience Initiatives
Physician Champion Coach Strategy
Educate
Physician Champion
THE TOOLKIT
A doctor’s time constraint
Question #1 (doctor) • I have 15 minutes to see each patient, and sometimes, it’s
my first visit with them. What can I do to quickly establish a good relationship with my patients?
Effective opening • Thank/apologize for waiting
• Acknowledge others • Introduce self, role, expertise • Make small talk • Reference personal knowledge of the patient • Read and convey knowledge of medical history
A patient who needs your attention
Question #2 (patient) • Ever since my health system went to electronic health
records, my doctor spends more time focusing on the computer than on me. What can be done about this?
Incorporating the computer • Minimize use
• Ignore it for a few minutes • Strategic positioning of patient • Scripting • Shared viewing • Highlight interesting info
A doctor’s communication challenge
Question #3 (doctor) • I always explain things to my patients, but when they talk
with the nurse, they say they don’t understand the plan. How can I explain things in a way my patients understand?
Explanation essentials • Avoid medical lingo
• Use the teach back method • Speak it, show it, write it down
A nurse’s observation
Question #4 (nurse) • Our doctors have a lot of time constraints. What can they
do to end each visit on a positive note even though they don’t have a lot time?
Effective closing • Summarize the plan
• Solicit questions • Give info to go • Close the loop • Share contact info • Say something nice • Escort to check out
A CEO’s dilemma
Question #5 (administration) • Our providers have multiple competing demands on their
time. Do you have any suggestions to help our providers focus on the patient experience?
Shifting the focus • Share data
• Provider coaching • Huddling/physician-nurse rounding • Service bundle • Provider experience
Additional info
Thank you! • Twitter: @drtrinadorrah • Website: www.drtrinadorrah.com • Email:
[email protected] 