This document discusses improving doctor-patient communication to prevent medical malpractice claims. It notes that effective communication is important for building trust but that many doctors overestimate their skills. It recommends using the "LATTE method" of listening, acknowledging, taking responsibility, thanking, and explaining to resolve patient complaints. The document outlines what patients want from their doctors - convenience before appointments, clarity during appointments, and compassion throughout. It stresses that most patient complaints relate to communication issues rather than clinical competence.

1. COMMUNICATION SKILLS TO
PREVENT MLC. DOCTORS' PERCEPTION
Dr. Devin Prabhakar MS FRCS
Consultant Ophthalmologist, Divya Prabha Eye Hospital
Vice President QPMPA

2. THIS TALK
• Last talk of the day
• Changing perceptions. Over 4 generations
• Doctors perspective of common issues
• Doctor burn out is real.

3. INTRODUCTION
• Effective doctor-patient communication is a central clinical
function in building a therapeutic doctor-patient relationship,
which is the heart and art of medicine.
• Much patient dissatisfaction and many complaints are due to
breakdown in the doctor-patient relationship.
• Many doctors tend to overestimate their ability in communication.
• Satisfied patients are less likely to lodge formal complaints or
initiate malpractice complaints.
• Satisfied patients are advantageous for doctors in terms of greater
job satisfaction, less work-related stress, and reduced burnout

6. THE PROBLEM
• Deterioration of Doctors' Communication Skills
• Nondisclosure of Information
• Doctors' Avoidance Behaviour. Esp emotional/mental
• Discouragement of Collaboration
• Resistance by Patients

8. “THE PATIENT WILL NEVER CARE HOW
MUCH YOU KNOW, UNTIL THEY KNOW
HOW MUCH YOU CARE.” TERRY CANALE

9. 'LATTE METHOD'
• It is Starbucks' way of responding to difficult customer
situations and it involves:
• Listening to the customer
• Acknowledging their complaint
• Taking action to resolve the problem
• Thanking the customer for bringing the situation to their
attention
• Explaining to the customer why the problem occurred

10. WHAT PATIENTS WANT
• Prior to their appointment, patients desire convenience above
all else. When you make it easier for patients to contact you,
schedule an appointment, and get the information they need, you
get the relationship off on the right foot.
• When a patient comes into your office for their appointment,
they desire clarity above all else. Setting expectations about wait
time, cost, and other elements of the visit goes a long way. You
may not be able to change any or all of these factors, but
communicating effectively narrows the gap between expectations
and reality – and it’s that gap that influences patient experience.
• During the appointment itself, patients desire compassion
above all else. Again, you may not be able to change the facts of
their case, but you can change how you listen, how you relate to
them, and ensure that they feel known and heard.

11. PATIENTS PERSPECTIVE
• Most complaints about doctors are related to issues of
communication, not clinical competency.
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12. IDEAL DOCTOR
• A compassionate doctor
who communicates well.
• A doctor who is honest and
transparent.
• A non-distracted physician.
IDEAL PATIENT
• Punctual
• Friendly
• Understanding

14. THANK YOU