10 tips for successful doctor-patient communication
Successful doctor-patient communication is not always easy - but it is part of everyday medical practice and is crucial for the success of your treatment and practice. Here you will find 10 valuable practical tips for successful patient communication.
Die wichtigsten Antworten zur Arzt-Patienten-Kommunikation auf einen Blick:
Bei einer erfolgreichen Patientenkommunikation stehen die Patienten im Mittelpunkt. Der Arzt zeigt ein wirkliches Interesse und hört aktiv zu. Die Gesprächsführung ist freundlich, offen und ruhig. Wesentliche Bestandteile einer guten Arzt-Patienten- Kommunikation sind Geduld, Wertschätzung und Empathie den Patienten gegenüber.
Eine erfolgreiche Arzt-Patienten-Kommunikation stärkt das Vertrauen Ihrer Mitarbeitenden und Ihrer Patienten, verbessert die zwischenmenschliche Arzt-Patienten-Beziehung und bestimmt maßgeblich den Erfolg der richtigen Diagnostik und Behandlung. Zusätzlich ist sie in den folgenden Bereichen hilfreich: Patientenakquise und Patientenbindung, Kontakt mit anspruchsvollen Patienten, Vermittlung negativer Nachrichten, Patienten-Compliance (die Bereitschaft der Patienten bei Ihren ärztlichen Therapieanweisung mitzuwirken) und Zufriedenheit Ihres Praxisteams.
Patienten erwarten eine professionelle, freundliche und wertschätzende Kommunikation auf Augenhöhe. Dafür sollten Sie aktiv zuhören, Empathie zeigen, Fachbegriffe übersetzen, nicht unterbrechen, offene Fragen stellen und das Gesagte zusammenfassen.
In everyday practice, communication with patients plays a particularly important role. According to the Action Alliance for Patient Safety (APS), at least a quarter of treatment errors are due to poor communication between physicians, MFAs and patients. However, successful communication not only avoids errors, but also contributes significantly to a positive doctor-patient relationship and ensures the success of your practice.
But medical communication is complex: every patient is different and has new requirements for the conversation. On top of that, there is simply a lack of time. The good news is that even small efforts can make a big difference in patient communication.
What is good doctor-patient communication?
As a physician, your communicative competence is also in demand in your everyday professional life; after all, it is one of the most important activities in the medical field. Beginning with patient acquisition, through consultation and treatment, to long-term patient retention, successful patient communication forms the basis of a positive doctor-patient relationship.
And a lot has changed in this area! Good doctor-patient communication today focuses on patient-oriented communication at eye level. It gives trust and comfort and serves the need for attention and recognition. So show a genuine interest in your patients and listen actively!
Tips for a successful patient interview
When you think of communication, do you also think directly about the right choice of words and the way you speak? That is definitely important! However, this already takes place before you speak a single word. Non-verbal communication, i.e. gestures, facial expressions and your body language, has a major influence on doctor-patient communication.
Tip 1: Shared decision making - reaching the goal together
In shared decision making, physicians and patients form a team. Together, they decide on diagnosis and treatment options. This type of doctor-patient relationship is in vogue: According to a study by the University of Witten/Herdecke, more than two-thirds of all patients would like to be involved in finding a therapy. Almost half additionally seek information to help them make decisions.
Practice example: In everyday practice, for example, you can explain your path to diagnosis. This creates appreciation and engagement, and you turn treatment goals into patient goals. The basic paper of the Data, Demography and Quality (DDQ) department goes into more depth on the topic.
Tip 2: Avoid technical jargon
During your doctor-patient discussion, remember that you are sitting across from a medical layperson. The question of whether the pain is located more laterally or medially does not come naturally to many. Instead, speak your patients' language. Avoid technical vocabulary and use simple words to explain the context.
Tip 3: Ask the right questions
Because this does not always work well, use the technique of asking questions at the end of your patient interview. It is best to have your patients recount the diagnosis or treatment method in their own words. Also ask open-ended questions. This will make your counterpart feel heard and taken seriously.
Tip 4: Communicate patiently
Your time is limited, the waiting room is full and the elaborate documentation is piling up - nevertheless: listen to your patients. Easier said than done, because they are usually interrupted after just 18 seconds. But this is precisely how your counterpart feels the time pressure, becomes nervous and important information is lost. Accept the situation and get involved with your counterpart.
Tip 5: Create trust
A successful doctor-patient conversation can also satisfy the patient's need for attention and create safety and trust. Make sure that:
- You can call your counterpart by name,
- you keep eye contact,
- you turn to your conversation partner: and
- Back up your statements with a straight and open posture.
The proper handling of patients by MFAs and ZFAs.
Doctor-patient communication begins even before the consultation: from the first telephone call to the registration at the reception desk to leaving the practice, there are various points of contact. The exchange within your practice team is also part of patient communication. Smooth processes, friendly service and a pleasant atmosphere are just as important as individual attention. Patients often perceive the working atmosphere in particular very sensitively.
Tip 6: Pay attention to your internet presence
Patients already make contact with you outside the practice. For example, on the Internet or during a phone call. Therefore, make sure you have a clearly structured website and list your opening hours on Google. When calling on the phone, your medical assistants (MFA) should always introduce themselves in a friendly manner by name.
Tip 7: Friendly and attentive reception desk
It is a well-known fact that first impressions count. That is why MFAs and ZFAs play a central role in dealing with patients. Ensure a clean entrance area, a friendly greeting and signal attention through eye contact.
Even a small talk when taking blood or a friendly inquiry about the current condition convey a positive and appreciative attitude.
Tip 8: Set clear deadlines
"I've been waiting here for hours!" - Displeasure about long waiting times in doctors' offices is a frequent point of criticism among patients. Often, staff and patient perceptions do not match.
"Please take a seat in the waiting room for a moment!" or "It will be your turn in a moment!" convey false ideas. Therefore, avoid subjective time statements and, if possible, try to reduce long waiting times by organizing appointments.
Tip 9: Team meeting in the doctor's office
Regular team meetings strengthen the sense of unity and motivation. They also promote the flow of information and resolve conflicts. Experts advise holding them once a month if possible.
Tip 10: Save time with Nelly
Successful doctor-patient communication has a lot to do with your available time. Nelly helps you and your team save precious time and tedious administrative work:
- Nelly enables a digital anamnesis and documents all information automatically in your system
- Treatment-related documents can be sent easily and encrypted
- You can bill private and self-pay services with one click
- Many documents can be signed legally compliant and digitally
With Nelly for better doctor-patient communication
Thanks to Nelly, you digitize your bureaucratic daily practice routine. This saves valuable time and reduces unnecessary miscommunication. So that you can start directly into a goal-oriented doctor-patient conversation. We will advise you on your individual case without obligation and free of charge!
Sources:
- https://teamentwicklung-lab.de/aerztliche-gespraechsfuehrung
- https://www.aerztezeitung.de/Politik/Gute-Kommunikation-macht-Behandlungen-sicherer-299328.html
- https://aerztestellen.aerzteblatt.de/de/redaktion/arzt-und-klinik/arzt-patienten-kommunikation-so-gelingen-gute-gespraeche
- https://www.aok.de/gp/praxispersonal/patientenkommunikation
Thepersonal designations used in this article always refer equally to all persons. For the sake of better readability, we do not use the same name twice or in the opposite gender.
In everyday practice, communication with patients plays a particularly important role. According to the Action Alliance for Patient Safety (APS), at least a quarter of treatment errors are due to poor communication between physicians, MFAs and patients. However, successful communication not only avoids errors, but also contributes significantly to a positive doctor-patient relationship and ensures the success of your practice.
But medical communication is complex: every patient is different and has new requirements for the conversation. On top of that, there is simply a lack of time. The good news is that even small efforts can make a big difference in patient communication.
What is good doctor-patient communication?
As a physician, your communicative competence is also in demand in your everyday professional life; after all, it is one of the most important activities in the medical field. Beginning with patient acquisition, through consultation and treatment, to long-term patient retention, successful patient communication forms the basis of a positive doctor-patient relationship.
And a lot has changed in this area! Good doctor-patient communication today focuses on patient-oriented communication at eye level. It gives trust and comfort and serves the need for attention and recognition. So show a genuine interest in your patients and listen actively!
Tips for a successful patient interview
When you think of communication, do you also think directly about the right choice of words and the way you speak? That is definitely important! However, this already takes place before you speak a single word. Non-verbal communication, i.e. gestures, facial expressions and your body language, has a major influence on doctor-patient communication.
Tip 1: Shared decision making - reaching the goal together
In shared decision making, physicians and patients form a team. Together, they decide on diagnosis and treatment options. This type of doctor-patient relationship is in vogue: According to a study by the University of Witten/Herdecke, more than two-thirds of all patients would like to be involved in finding a therapy. Almost half additionally seek information to help them make decisions.
Practice example: In everyday practice, for example, you can explain your path to diagnosis. This creates appreciation and engagement, and you turn treatment goals into patient goals. The basic paper of the Data, Demography and Quality (DDQ) department goes into more depth on the topic.
Tip 2: Avoid technical jargon
During your doctor-patient discussion, remember that you are sitting across from a medical layperson. The question of whether the pain is located more laterally or medially does not come naturally to many. Instead, speak your patients' language. Avoid technical vocabulary and use simple words to explain the context.
Tip 3: Ask the right questions
Because this does not always work well, use the technique of asking questions at the end of your patient interview. It is best to have your patients recount the diagnosis or treatment method in their own words. Also ask open-ended questions. This will make your counterpart feel heard and taken seriously.
Tip 4: Communicate patiently
Your time is limited, the waiting room is full and the elaborate documentation is piling up - nevertheless: listen to your patients. Easier said than done, because they are usually interrupted after just 18 seconds. But this is precisely how your counterpart feels the time pressure, becomes nervous and important information is lost. Accept the situation and get involved with your counterpart.
Tip 5: Create trust
A successful doctor-patient conversation can also satisfy the patient's need for attention and create safety and trust. Make sure that:
- You can call your counterpart by name,
- you keep eye contact,
- you turn to your conversation partner: and
- Back up your statements with a straight and open posture.
The proper handling of patients by MFAs and ZFAs.
Doctor-patient communication begins even before the consultation: from the first telephone call to the registration at the reception desk to leaving the practice, there are various points of contact. The exchange within your practice team is also part of patient communication. Smooth processes, friendly service and a pleasant atmosphere are just as important as individual attention. Patients often perceive the working atmosphere in particular very sensitively.
Tip 6: Pay attention to your internet presence
Patients already make contact with you outside the practice. For example, on the Internet or during a phone call. Therefore, make sure you have a clearly structured website and list your opening hours on Google. When calling on the phone, your medical assistants (MFA) should always introduce themselves in a friendly manner by name.
Tip 7: Friendly and attentive reception desk
It is a well-known fact that first impressions count. That is why MFAs and ZFAs play a central role in dealing with patients. Ensure a clean entrance area, a friendly greeting and signal attention through eye contact.
Even a small talk when taking blood or a friendly inquiry about the current condition convey a positive and appreciative attitude.
Tip 8: Set clear deadlines
"I've been waiting here for hours!" - Displeasure about long waiting times in doctors' offices is a frequent point of criticism among patients. Often, staff and patient perceptions do not match.
"Please take a seat in the waiting room for a moment!" or "It will be your turn in a moment!" convey false ideas. Therefore, avoid subjective time statements and, if possible, try to reduce long waiting times by organizing appointments.
Tip 9: Team meeting in the doctor's office
Regular team meetings strengthen the sense of unity and motivation. They also promote the flow of information and resolve conflicts. Experts advise holding them once a month if possible.
Tip 10: Save time with Nelly
Successful doctor-patient communication has a lot to do with your available time. Nelly helps you and your team save precious time and tedious administrative work:
- Nelly enables a digital anamnesis and documents all information automatically in your system
- Treatment-related documents can be sent easily and encrypted
- You can bill private and self-pay services with one click
- Many documents can be signed legally compliant and digitally
With Nelly for better doctor-patient communication
Thanks to Nelly, you digitize your bureaucratic daily practice routine. This saves valuable time and reduces unnecessary miscommunication. So that you can start directly into a goal-oriented doctor-patient conversation. We will advise you on your individual case without obligation and free of charge!
Sources:
- https://teamentwicklung-lab.de/aerztliche-gespraechsfuehrung
- https://www.aerztezeitung.de/Politik/Gute-Kommunikation-macht-Behandlungen-sicherer-299328.html
- https://aerztestellen.aerzteblatt.de/de/redaktion/arzt-und-klinik/arzt-patienten-kommunikation-so-gelingen-gute-gespraeche
- https://www.aok.de/gp/praxispersonal/patientenkommunikation
Thepersonal designations used in this article always refer equally to all persons. For the sake of better readability, we do not use the same name twice or in the opposite gender.
Maria Brütting
Author
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