Identifying and Meeting Patient Expectations

Healthcare providers and office personnel can play a major role in reducing the risk of patient injury and dissatisfaction while functioning within the scope of their position and utilizing the team approach.

What Do Patients Want?

Patients expect to have some control. Patients dislike being told what to do and how it should be done. Since instructions are necessary, take care to make them as polite as possible.

Patients need to maintain their self-esteem. Patient pride is a factor for consideration. Be careful not to inadvertently degrade or humiliate the patient.

Patients expect to be treated fairly. No one wants to be unfairly singled out. Treat everyone the same, without bias.

Every patient expects warm, friendly, and caring service. Healthcare is a service industry. Each patient wants to feel that he or she is important and cared for.

Patients need to know what is going on. Patients are more likely to comply with a healthcare plan if they are involved in the decision-making process and informed of their diagnosis, treatment options, and prognosis.

Patients expect to be kept safe and secure. This pertains to the patient’s physical and mental well-being. Patients need to know that they are in good hands, that their confidentiality will be maintained, and that they will receive the best possible care.

Patients need to be recognized and accepted as individuals. Patients like to be called by name, and whether they are addressed by their family or first name should be determined on an individual basis. It is never acceptable to refer to an individual as the “patient in room two,” or the “chest pain in room four.”

Patients expect honesty and consistency. Each patient expects and deserves straightforward responses to his or her questions and concerns.

Meeting Patient Expectations from Within the Scope of Your Position — Teamwork

It is important that a physician’s practice staff understand their job duties and stay within their job parameters when dealing with patients. It’s common knowledge that only licensed physicians and mid-level providers can diagnose illnesses and treat patients. But did you know that well-intended remarks from office staff could be interpreted as medical advice? Patients tend to take anything they are told in a physician’s office seriously. It is important that non-physicians or non-provider practice staff never volunteer medical opinions or comment on treatment plans.

All delegated duties should be performed under a physician’s supervision by an individual qualified to carry them out. No member of a practice should ever do anything they do not feel qualified to do and/or that they are not licensed to do.

Well-written policies or protocols will reduce patient risk and prevent misunderstandings concerning what office personnel can do without first conferring with the physician. All policies or protocols should be reviewed and updated periodically to reflect the actual situation and activities. All new staff should be oriented to the written policies/protocols.

Providing efficient and quality patient care requires teamwork, cooperation, and communication within the office. One way to encourage teamwork is to have regular office staff meetings to improve communication, resolve problems, and develop a better understanding of each other’s needs. All practice staff should always ask for clarification if they do not understand a policy, procedure, or a physician’s instructions. Improving office procedures and communications in a medical office is the responsibility of all staff members.

Tips

• Never practice medicine without a license.
• Stay within the limits of delegation.
• Never do anything that you do not feel you are qualified to do.
• Always ask for clarification if you do not understand a request.

As a general rule most patients’ expectations are reasonable and attainable; however, through effective communication, physicians and practice staff will identify patients whose expectations are beyond the scope of their practice and may require additional consultation.