There are some simple patient-physician engagement practices that can be done before, during and after an office visit that don't require fancy technology and which can greatly improve medical outcomes and the patient experience.

1. Basic Expectations on Physician-Patient
Communication and Exam Room Experience
Steve Sisko
Healthcare Data, Technology & Services
shimcode@gmail.com
www.shimcode.com

2. Before Our Encounter

3. Before Our Encounter
Make it easy for me to reach you
• Don’t make me search for contact information
• List contact info for different functions: scheduling
vs. refills vs. billing vs. something else
• If you use an IVR, give me an easy way to reach a
human right from the start

4. Before Our Encounter
Let me handle administrative tasks BEFORE my visit
• Provide online access to History & Physical,
insurance information and other forms
• Let me complete all forms online and print out a
copy
This will save your office administrative effort too

5. Before Our Encounter
Help me prepare for my visit
• For optimal outcomes, certain medical specialties
and/or procedures often require some sort of
preparation prior to being performed. Help me
understand what I can expect and what I can do to
get the best possible outcome BEFORE I get to your
office.

6. Before Our Encounter
Remind me of my appointment 48-72 hours before it
occurs
• I may have made my appointment over a month ago
• Sending a simple text or email will suffice quite nicely
• Lots of low-cost electronic communication services
are available

7. Before Our Encounter
Give me something good to consume while I wait
• You have me captured in your waiting room AND
your exam room
• This is a unique opportunity to convey information
about your practice and its services to me
• What can you give me to read, watch or listen to?

8. During Our Encounter

9. During Our Encounter
Greet me in a calm, unrushed manner
• I’m probably at my most anxious moment the
minutes before you enter the exam room
• Even a little eye contact goes a long way
• And aslight smile goes an even longer way at
putting me at ease

10. During Our Encounter
Listen to what I have to say and don’t rush me
• Physicians wait an average of 18 seconds
before interrupting a patient’s narratives of
their condition
• Be above average and don’t interrupt me while
I explain ‘what brings me to your office’
• You have my permission to interrupt me after
two minutes

11. During Our Encounter
Look at me when asking me a question or explaining
something
• Eye contact goes a long way in establishing a
human connection
• Common Complaints:
“My doctor doesn’t face me. He just types into his
laptop”
“It seems like my doctor always keeps one hand on
the doorknob.”

12. During Our Encounter
Avoid complex terminology/medical jargon
• Don’t overestimate my health literacy
• I’m likely nervous about being in your exam room
in the first place.
• Keep in mind that I may be too embarrassed to ask
clarifying questions.
• Try to ask questions to assess my understanding,
repeat potentially confusing or complex
explanations as needed, and encourage questions

13. After Our Encounter

14. After Our Encounter
Make sure I understand The Next Steps
• Make sure you are clear about what I can expect
and what I need to do.
• Don’t assume something is so simple that even a
cave man or cave woman could do it
• Ideally, have me walk out of your office with
printed information and instructions.

15. After Our Encounter
Let me know who I can contact if I have any questions
• Patients need to understand what we’re being told and
have simple information about our treatment and
medicines
• Maybe I need clarification about a specific instruction
you gave me during our encounter
• I’ll feel much better and secure if I know exactly how
and when I can get in touch with your office about
specific needs

16. After Our Encounter
Provide test results on a timely basis
• I may be expecting the worst possible outcome for
any lab work or imaging exams you ordered or
performed
• Please don’t make me wait any longer than is
absolutely necessary learn the results
• Help me understand what borderline or out of
range results mean to me on both a short-term and
long-term basis

17. It’s NOT Rocket Science!
None of the above require any fancy, high-cost,
hard-to-operate technology.
Keep the above in mind and communicate
effectively as a physician