Tag Archives | doctor interactions

listening skills

Patient Experience and The Lost Art of Listening

Early on, we learn to talk. And throughout life we’re quick to “have something to say,” and contribute to social interaction…with friends, colleagues, and even with strangers. Storytelling, verbally presenting ideas and communicating information becomes second nature; a practiced skill that’s valuable in business and personal interaction. Some people take public speaking classes or polish […]

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telemedicine e-visit

Can Telemedicine Also Deliver Patient Satisfaction?

It’s only natural that the ways and means of delivering quality healthcare continue to commingle and expand with technological advances. In particular, the slice of telemedicine known as “virtual visits” or “e-visits,” bring doctor and patient together through an online encounter. There’s considerable evidence of positive provider and patient benefits in e-visit applications including cost […]

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Dale Carnegie and His Mother Would Love This Doctor

Our little story begins with a recent patient visit to a doctor’s office. The story is true, but in the interest of patient privacy, we’ll avoid identifying particulars. Among friends and family, the patient sometimes refers to herself as a “little old lady.” And at 90 years of age, the label fits in the kindest […]

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One Doctor’s Practical Tips and Techniques to Improve Patient Satisfaction

Serious discussions about patient experience often gravitate to how “satisfaction” enhances the overarching goal of delivering exceptional patient care. On one level, a patient “feels good” about the encounter when the hospital, facility and/or the practitioner has empathetically met their needs and their expectations.

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The Elephant and the Blind Men: Understanding Patient Satisfaction

No doubt you’ve heard the tale of the Elephant and the Blind Men. The age-old story seems simplistic. But, stick with me on this…there’s a timely lesson here—and a lively discussion—that’s vital to how we think about patient satisfaction. And ultimately, how patients select “the right hospital.” It seems that several sightless individuals each gave […]

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Consumer Reports’ Gripe-o-meter: 16 Bothersome Patient Experience Issues

When the “stuff” hits the fan, it’s likely to clear the room. That’s the natural reaction. Nobody really wants to be on the receiving end… listening to the gripes and complaints of an unhappy customer…or unhappy patient. It’s counterintuitive, but expert advice in customer service is exactly the opposite. Embrace that next complaint. Meet it […]

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Coach Lou Holtz

Coach Lou Holtz, the Importance of a Timely Note, and Patient Satisfaction

by Neil H. Baum, MD In my medical practice, I use note writing extensively to communicate with patients, with families of patients and with referring physicians. And yet, when I received a note, which is not related to patient care, it is always a little surprising and uplifting, and I’m reminded why note writing (and […]

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10 Practical Tips To Enhance a Patient’s Experience With Your Practice

Editor’s Note: The real-world, doctor-to-doctor ideas that Dr. Baum presents in this article are based on his 30 years of experience as a practicing urologist. These practical patient experience concepts are useful and appropriate to most other professional disciplines and healthcare provider practices. All of us want our patients to have a positive experience with […]

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How Excellent Physicians Break the Ice for Better Patient-Centered Care

STUDY: Researchers at Johns Hopkins School of Medicine published findings about effective and efficient methods that excellent physicians use to get to know patients as individuals, and improve patient-centered care.

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Apology: The Power of “I’m Sorry” in Patient Satisfaction (and Avoiding Litigation)

Most fairy tales begin with “once upon a time.”  There is a fairy tale in the healthcare profession: once upon a time the initials “M.D.” indicated status, trust, and perfection.  Most physicians today realize that elevated status, abundance of knowledge, infallibility, and blind trust by our patients are long gone and are the stuff of […]

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