Patient Experience Week: Improving the Provider - Patient Relationship

Physicians and healthcare providers are overworked and stressed. Certain patient interactions further add to their burnout. Often, their response is to exercise their right to dismiss or terminate care for a patient. Healthcare providers also communicate issues they have with patients in the patient's medical records. These actions cause further breakdown of the system and add to the patient's frustration. Here are four common perceived "problem patient" scenarios physicians may see at their medical practices and how advocates can help bridge the gap between physicians and patients with each one.

1. When the healthcare provider or patient perceives that the other is rude:

- Advocates can help assess if there are any triggers within the practice that may be contributing to the patient's or physician's behavior.

- They can provide feedback to front desk staff on how to handle complaints and difficult people or how their actions looked to the patient.

- Advocates can also help improve the overall patient experience by addressing any discomfort in the waiting room or issues with appointment scheduling. They can communicate any concerns and the impacts those concerns are having on the patients. Perhaps there is a delay causing the patient to wait longer than expected and that will be an issue with their employer. The advocate might work with the patient to schedule the next appointment with more leeway or work with the provider to streamline the intake process or assess for other contributory issues.

- Advocates can communicate the expectations of communication and language within a healthcare setting and work on addressing any barriers. They can take notes for the patient at the appointments and help the patient understand what it is the provider is trying to communicate.

2. When a patient is unreliable:

- Advocates can work with the patient to identify any barriers to attending appointments, such as transportation issues, and help find solutions.

- They can assist in setting up reminder systems, such as text confirmations or phone calls, to improve attendance. They can explain the importance and impact of the appointments and their own actions.

- Advocates can also help implement policies, like double-booking appointment times or implementing fees for no-shows, to encourage patients to be more reliable.

3. When a patient doesn't comply:

- Advocates can attend appointments with the patient and take notes to ensure clear communication and understanding of the information presented and treatment plan.

- They can help the patient formulate questions and address any concerns or barriers to compliance prior to or after an appointment.

- Advocates can also provide reminders for prescription changes and follow-up tasks to increase patient adherence. They can use their experience to help patients with adherence and monitoring logs.

4. When a patient doesn't pay:

- Advocates can assist struggling patients in understanding their bills and exploring options for smaller installment payments. The can help a patient find assistance when needed.

- They can review and explain the charges on the insurance and increase the patient's confidence in the legitimacy of the bill.

In each scenario, advocates play a crucial role in improving communication, addressing underlying issues, and finding practical solutions to maintain a positive patient-provider relationship while ensuring the smooth operation of the medical practice.