How to make a great first impression with patients

You don’t have a second chance to make a great first impression.

If twenty random numbers were read aloud, most people would remember the first few numbers and the last few numbers. We tend to remember beginnings and endings. It is the same with patients; they tend to recall what they hear at the beginning and the end. This is how our brains are wired; it is called the recency primacy effect (or serial position effect).

Creating Patient Experience Programs Doesn’t Have to Be Difficult

I’ll admit, during my time as a medical student, resident and even fellow, I never gave much thought to patient experience. There never seemed to be enough time to think about the role of compassionate care delivery or empathy. The concept of patient experience simply wasn’t discussed, so, patients stopped being people to us, and instead became synonymous with their conditions. But we were still saving lives, so didn’t that count for something? It wasn’t until I had a negative experience Read more [...]

Doctor, patient communication needs to be examined

A hot topic nowadays is the sorry state of doctor-patient communication. Doctors complain that patients don’t listen, don’t comply and won’t follow instructions. Worse, they often lie about it, telling their doctors what they think they want to hear. This leaves the doctor in a lurch. Should the prescribed blood pressure medication be changed, or strengthened, if it’s not working? Or is it that the patient is not taking the medication as prescribed, or not taking it at all?

Patient portal: gateway or barrier to patient-centered care?

Patient portals. They have great potential, but is it being met? And are we losing something in return? I ask myself these questions now that my practice offers a patient portal linked to our electronic health record (EHR). I did not expect to feel that way, because I’ve been a strong proponent of providing patients with electronic access for over 20 years. I had an email account and a rudimentary website on AOL for my practice that I coded manually in HTML in the early 1990s. In the early 2000s, Read more [...]