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DO ...
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DO NOT ...
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Review
the chart before you enter the exam room so you are prepared
for the visit.
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...waste
time during the visit to flip through the patient’s chart.
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Apologize
for keeping the patient waiting (if appropriate) when you enter
the room. This action demonstrates respect for their time.
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...
complain to patients about how busy you are or that other patients,
departments, or staff caused you to run late.
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Sit
when you go into the exam room, at least for the first couple
of minutes while you’re building rapport and getting the patient’s
history.
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...
remain standing throughout the appointment. Standing gives the impression
that you are not interested enough or willing to take the time to
listen to the patient.
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Build
rapport by jotting down a personal note from each visit that
you can ask about at the next visit (eg, “How was your vacation
to Hawaii?” or “How was your daughter’s wedding?”).
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...
jump right into the medical reason for the visit without taking
a minute to connect with the patient on a personal basis.
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Plan
the visit with patients at the beginning. Ask them what they
want to discuss with you today--first identify all the issues, then
prioritize together which ones can be addressed during this visit
and which ones might need to be discussed at a future visit.
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...
focus on the first issue that the patient brings up--there could
be more important issues from a clinical perspective that you might
have little time to address. Do not say things like, “We only
have five minutes left.” This statement makes the patient feel
rushed.
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Summarize
and empathize throughout the visit. This strategy demonstrates
to patients that you have heard and understood them, and it may
prevent them from rambling.
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…
cut them off abruptly or listen without responding; sometimes patients
ramble to make a point. Most people just want to be heard and understood.
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Summarize
instructions at the end of the visit; ask patients to recap what
they’ve heard to be sure that they understand what they need
to do. This recap can cut down on unnecessary phone messages after
the visit.
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…
assume that the patient understands or is committed to taking the
next steps.
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Confirm
with the patient that their goals for this visit were met; if not,
try to work out a compromise.
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…
assume the patient is satisfied. If their goals have been met, they
will be satisfied with the time spent together—even if it is
brief.
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Ask
if there are any additional questions and answer them before you
leave the room. (Do not do this with your hand on the doorknob!)
This closing can also reduce the number of follow-up phone messages.
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…
tell patients that you’re running late, that their time is
up, or anything else referring to time. Do not give the impression
that you’re too rushed or too busy for them. Patients already
know you’re busy!
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Start
on time whenever possible!
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