Patient Experience Tip o' the Month - September 2023

During a recent onboarding coaching session, a clinician brought up a familiar scenario many of us encounter. The clinician described a patient visit that was focused on the patient's dissatisfaction with billing errors and inefficiencies with the healthcare system. This left little time to address the medical issue, posing a challenge for the clinician to manage both within the limited time of the appointment, while not being disrespectful or rude. I think most of can relate to this scenario.

So how did we tackle this dilemma? First, we all agreed that it’s crucial to validate the patient's concerns. After all, these frustrations are legitimate and deserve recognition. Then, we gently reminded the patient of the time constraints: "I'm sorry, but our visit is limited to 20 minutes, and I want to focus on addressing your medical needs adequately."

Additionally, we offered an alternative source of support, further validating the patient’s frustrations. We would say, "However, I can point you to someone who can help you with this," and have the contact information for the billing department or clinic manager ready to share.

We believe this approach is kind, empathetic, respectful, and honest. And, it could be delivered in a way this clinician found comfortable to adopt. This way, clinicians can successfully guide the conversation back to the medical issues that need attention. Importantly, this approach is respectful not just to your patients but also acknowledges the time and boundaries that are part of your professional role.