A 10 Point Checklist for Interpersonal Skills Neil Gailmard, OD, MBA, FAAO | August 22, 2013 How you act with each individual patient can have a powerful impact on your practice growth. Yet, many excellent doctors never even think about how they act or what they say in the exam room. They have a job to do and they go about getting it done. Interpersonal skills come easily to some, and are difficult for others, but if practice growth is one of your goals, it is smart to pay attention to it. See if you consistently perform each item on this checklist when you examine patients. If not, commit the list to memory and be sure to touch every point. Smile – don’t be so serious Optometrists have major responsibilities during an exam, but patients aren’t impressed by serious and somewhat scary doctors. Serious behavior is usually interpreted as rude or arrogant. Keep in mind that patients may be a little nervous or worried about the exam. A smile is contagious and it makes you friendly and caring. Over time, it builds a good reputation. Shake hands It doesn’t matter anymore if the patient is male, female or even a youngster – extend your hand in a friendly manner. It builds relationships. Not too firm, by the way, you can actually hurt some people. Talk non-optometry first Don’t jump right into the case history. Talk about the weather, sports, the patient’s job, or a hobby that you made a note of at the previous visit. Say the patient’s name You can’t build a relationship without using a person’s name. Ask how to pronounce it if you’re not sure, then make a phonic note in the record. Use Mr. or Ms. for folks older than you, until they advise you otherwise. Say the patient’s name occasionally in conversation – but don’t overdo it so it sounds phony. Wash your hands in front of the patient If your exam room does not have a sink, at least use hand sanitizer in front of every patient and consider adding sinks. This speaks volumes about everything in your practice. Explain tests as you do them Do this in extremely simple terms and keep it very short. This can cross over to boring very quickly. Summarize the exam results Stop typing and clicking; look the patient in the eye at the end and review all the major parts of the exam. Include the pre-test data. Present normal findings as good news. Don’t list options; just recommend the best Listing all the treatment options takes too long and is boring. Patients really want to know what the doctor thinks is best. Just recommend the best option from the start by saying: “Here is what I recommend for you…”. If the patient does not want that option or cost is an issue, you can move on to the next best treatment. Most patients just go with what you recommend. Ask: “Do you have any questions?” This is a great way to close your visit and it gives the impression that you have all the time in the world, while implying that you are getting ready to end the exam. When you want to end the discussion, just stand up while you or the patient is still talking. It signals the visit is over. Say thank you as you leave the patient. A thank you is very polite and considerate. It is humble and non-arrogant. You are thanking the patient for choosing your practice for eye care. Remind the patient about when you want to see him again and mention that you would welcome the referrals of any friends or family members who may need eye care. Remember to smile! Best wishes for continued success, Neil B. Gailmard, OD, MBA, FAAO
Posted on: Sat, 24 Aug 2013 12:17:45 +0000
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