Interacting with Patients

Question 1

What is the ideal way to interact with patients?

Answer 1

1. Smile when greeting the patients and keep a positive uplifting attitude. (Ask how they are doing today, ect)
2. Introduce yourself and your job position.
3. Help the patient through every step of the way (leading them to their room, providing directions on how to do certain procedures, verify the patient’s name saying may I have your name please? Can you spell out your name for me?, etc)
4. Use kind and reassuring words and statements such as: oh I sorry about that, I am so sorry you feel that way, thank you so much for coming today, please wait here and the doctor will be with you shortly, is this your first time visiting the clinic, it was very nice meeting you, are you new to our clinic here, we glad to have you, etc)
   Communication and compassion is key !!!
5. Make sure to keep calm and maintain a stable and upright temper because it will ease the environment and behavior of the patients and hopefully make them feel more comfortable

Question 2

What is the best way to interact with pediatric patients?

Answer 2

1. Follow ideal procedure of interacting with patients
2. Make conversation with the younger patients to make them feel more comfortable and less nervous (ask about their favorite things, school, games, sports, etc)
3. Find ways to relate to them (give them compliments, ask about their hobbies, activities, etc)
4. Pay attention to each age group you are interacting with (younger group like to be silly and funny, school age group may want to know that they relate to you in some way/talk about their interests, teenagers may want to be treated like adults)
5. Walk your patients through every step of their appointment (explain the process to them and let them know what will happen next, even if it is for simple things like “the stethoscope might be a bit cold”)
6. When speaking with your pediatric patients make sure to smile, use simple and understandable terms, and try to engage the parents while still focusing on your pediatric patients

Question 3

What are good communication skills to have with your patients?

Answer 3

1. Use the 50/70 Rule (50% maintaining eye contact when speaking and 70% maintaining eye contact when listening to your patient)
2. Do not interrupt your patient when they are speaking.
3. Use basic language and terminology so that it is easier to understand.

Question 4

How can you improve patients satisfaction during their visit ?

Answer 4

1. Practice good communication skills.
2. Tell them what to expect during their visit.
3. Show patient appreciation by making emotional connections and comments as well as saying thank you.

Question 5

How can you deal with difficult patients ?

Answer 5

1. Be understanding and empathetic to any frustration that the patients may have. You never know what difficulties they may be dealing with and being in the clinic/hospital can also add a lot more stress into their lives.
2. Listen to their comments and concerns, let them vent/talk to you and show them that you are there to listen to them and their needs.
3. Be careful with your body language including facial expressions. Maintain your composure and keep eye contact.
4. Acknowledge the issue/situation in cool, calm, and respectful manner.