Clinician Tip o' the Month - March

Building Trust from the First Visit: Get the Patient's Story

We often meet patients who are new to us and new to Valley. This might occur because a respected colleague has retired, someone relocated, or the patient was referred by friends, family, or another clinician. Regardless of the circumstances, it’s always valuable to understand the background—the "story"—behind why a patient has come to see us.

Taking the time to explore this during the initial visit achieves several important goals. First, it reminds us of the anxiety patients typically experience when meeting a new clinician. Recognizing this openly by saying something like, “I know it’s stressful to see a new provider. Is there anything you would like to ask me before we get started?” can significantly ease the patient's stress and set a reassuring tone for the visit.

Additionally, stepping into the role of a well-regarded clinician can also be challenging and stressful for us as providers. Recently, I coached a new provider at Valley who was seeing patients previously cared for by a highly respected clinician with two decades of dedicated service. The new provider was well-prepared, familiar with patient histories, and communicated clearly about ongoing care and next steps. The positive patient response was apparent, yet the underlying challenge of "filling big shoes" remained.

This scenario highlights the importance of explicitly acknowledging the transition with patients. By openly expressing understanding of the previous longstanding relationship and assuring your commitment to providing the same high-quality, compassionate care, you build immediate trust. Asking directly, "What did you appreciate most about your previous clinician?" helps clarify patient expectations and personal preferences.

When encountering patients transitioning from different healthcare systems, similarly engage them about their previous experiences. Understanding whether their change was due to dissatisfaction, insurance needs, or relocation provides further insight. Discover what aspects they valued highly or felt were lacking, helping to guide the future clinician-patient relationship.

Helpful Tips for Implementing This Approach:

• Acknowledge patient anxiety openly to create comfort and reduce stress.
• Recognize and validate previous clinician relationships to build trust.
• Express your commitment to continuing high-quality, empathetic care.
• Ask clear, direct questions to understand patient expectations and past experiences.
• Explore reasons for transitions from previous healthcare systems to better address patient needs and preferences.

Incorporating these strategies can lead to more fulfilling initial visits and stronger therapeutic partnerships, benefiting both you and your patients.