Patient Satisfaction: Can Academic Medical Centers Compete?

“Respect your patients, allow them input and include them in developing their plan of care,” she said. “People think that including the patient and performing some of these formalities may take a lot of time, but it doesn’t. It’s simple—just be fully present with your patient.” She recommends several additional ways to improve patient satisfaction:

• Knock before entering the room;
• Ask what name your patient would like to be called;
• Sit down and look her in the eye;
• Lean forward, look up and stop writing or typing;
• Allow the patient to speak without interruption for a minute or two;
• Ask the patient’s permission to examine her, explain what you’re doing as you’re doing it and relay your findings as you go; and
• Repeat the plan of care at the end of the visit, then ask the patient if there are any questions you can answer.

These behaviors, which can be exhibited by any physician in any setting, said Dr. Boss, can improve the way you communicate with your patients and influence their overall experience. —GS