Communications for Staff

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Communications for Staff

By Cliff Rapp, LHRM, Vice President of Risk Management, FPIC

Establishing good communication and rapport is tantamount to creating a solid physician-patient relationship – a significant challenge since the advent of managed care. Good communication is arguably the most effective claim prevention measure a physician can institute. Often the anger that patients feel stems from their perception of a lack of communication or support. At times a patient’s communication with those on staff can be more important than that of physician-patient dialogue. Studies indicate that patients tend to spend more time communicating with a physician’s office staff than with their doctor. Consequently it is important that every level of your staff be trained in effective communication and prevention of communication errors when dealing with patients.

Communication Errors Office staff should be mindful that the patient may be experiencing a variety of emotions, including uncertainty, embarrassment, shyness, and fear. When these emotional states exist, it takes very little in the way of real (or imagined) miscommunication to create a negative environment that could have serious consequences.

Inadvertent mistakes in attitude and/or body language, no matter how trivial they may seem at the time, can be important in triggering a chain of events that could lead to litigation. In contrast, a comforting word, an unexpected gesture of kindness, or a simple expression of caring often will engender positive patient relations and favorable relationships. Members of the physician’s staff should be trained in the same effective communication techniques as the physician.

Telephone Routines with PatientsThe telephone, that most essential tool of communication, can also be a dangerous instrument. It is your principle conduit to the patient, the hospital, the laboratory, the radiology department, other physicians, and even your fellow office staff members. Great care should be taken to practice good communication skills.

The following points should be remembered by physician’s staff when communicating with patients whether by phone, fax or in person.

Remember that the patient is under stress. Always be courteous and maintain your professionalism.
Do not practice medicine over the telephone. If there is the slightest doubt about instructions or advice, check with the physician first. If the physician is not immediately available, assure the patient that you will return the call as soon as possible.
Establish procedural guidelines with your physicians for managing urgent problems, scheduling difficulties, or unexpected visits.
Always try to obtain sufficient information about the patient’s medical problem and the degree of urgency so the message you convey to the physician is sufficiently detailed in order to facilitate (to allow him/her to make) enlightened decisions. If the patient is reluctant to discuss details of symptoms or distress, refer him/her directly to the physician.
The same recommendations apply to phone calls from anxious or irate relatives of the patient. They should be referred to the physician.
Be sure you have the names and phone numbers of the physicians who are on call.

Cliff Rapp is Vice President of Risk Management for FPIC (First Professionals Insurance Company), a leading provider of professional liability insurance for physicians, dentists, and other healthcare providers in Florida, Georgia, and Arkansas.

Information in this article does not establish a standard of care, nor is it a substitute for legal advice. The information and suggestions contained here are generalized and may not apply to all practice situations. FPIC recommends you obtain legal advice from a qualified attorney for a more specific application to your practice. This information should be used as a reference guide only.