procourtesy, Author at Professional Courtesy, LLC

The Medical Office Visit Lasting Impression

April 7, 2021 by procourtesy

We all know that first impressions are powerful in a medical office setting, but the last or “lasting” impression is important too. The last impression a patient leaves your medical office with is often the one they’ll remember most after their visit. If everything up to the patient’s exit has been favorable, but the last few steps of the patient’s visit are less than ideal you may sabotage the patient’s experience altogether.

Service excellence scores are important in healthcare these days. For that reason, medical office practices and hospitals strive to receive high scores from their patients. To achieve high service excellence scores healthcare needs to “deliver” on on their service in every way. So, focus on that “lasting” impression for your patients.

When wrapping up the office visit have a set protocol to follow. For instance:

Do let patients know if they are to remain in the room after the physician or provider is finished. And let them know that someone will be in with final instructions.
Check to see if the patient has any more questions and if they have and understand the instructions they are to follow. This is the time to check on medication refills needed, their preferred pharmacy, etc.
Make sure you look up from the computer regularly, as you communicate with the patient through out the entire patient visit. A rule of thumb… look at the patient as you ask the question and then look at the keyboard as you enter the info into the computer.
Schedule future appointments and check them out if it is to be done in the room. And let them know they don’t need to stop at the desk as they leave.
Do escort the patient out of the room and to the exit. It’s the courteous thing to do, just as you’d walk someone to the door in your home.
Thank the patient and address them by name as they leave.

If the patient needs to stop at another desk before leaving the office:

Be sure to tell the patient that they need to stop at another desk before leaving. Escort them to that desk area.
Check out people should be friendly (smiling), making eye contact and checking to see if the patient has any more questions or concerns. Make future appointments if necessary
Again, address the patient by name during the check out process and do thank them for choosing your practice for their care.

A final note:

If patients are to be asked to rate their experience before leaving the office, make sure the people asking that question are engaged with the patient by smiling, making good eye contact and asking the question in a way that seems natural, not rote. Someone less than friendly at the end of the visit may be the reason for a low score.

If the patient is asked to rate their service on a scale of 1 to 5, with 5 being the highest for instance, and they answer with a low score be prepared to diplomatically ask for clarification on their low score. Don’t challenge them on their perception of their care. Their perception is your reality. Do document their reasons for their score and use it as a tool to improve your service.

Do consider that asking the patient in person can put them on the spot and keep them from giving an honest answer.

Telemedicine Call Etiquette

June 10, 2020 by procourtesy

Telemedicine Call Etiquette

With the advent of Covid-19 telemed calls have increased dramatically and I don’t think they will go away after this pandemic subsides. The convenience and efficiency of virtual patient visits has become very appealing to many.

However, as in everything new that comes into our lives there are some guidelines to follow to make the calls come across as professional as possible. So, here are some tips:

Train staff members or anyone participating in video calls on the proper way to manage those calls. Never assume they automatically know how to do it. Training should be provided for phone calls and email communication with patients, as well.
Practice makes perfect. Some practice virtual calls may be necessary to get comfortable with the technology and all of the features.

Privacy is an important issue in healthcare and you want to make sure your communication is HIPAA compliant. If calls are being made from a provider’s home a head set or ear buds may be essential as well as, an area without distractions and ambient noise.
Create a professional looking background. Make sure the space is clean, quiet and free of distractions. Sitting at a desk or table is ideal.
Before a call, take a few minutes to do a quality control check with your equipment…video and voice, etc.
Make sure you have good lighting on your face. Too much back lighting without adequate face lighting can make you look like you’re in shadow.

Situate your computer so the camera is at eye level. If the camera is too low it will focus on your neck or only half your face. Do look into the camera and not at the screen. Looking into the camera gives the impression of good eye contact.
Dress appropriately. You should dress like you would if you were seeing the patient in the office. If you’re working from home don’t get too casual. This isn’t the time to show up in your pajamas.
Be punctual. It’s one thing to wait in a medical waiting room, but not on scheduled telemed calls.
Do your homework on the patient and familiarize yourself with their history and current complaints before getting on the call.
Use good communication skills… be pleasant and professional. Maintain good eye contact. If you have to look away from the screen let the patient know you are looking away to take notes, etc. Don’t try to multi-task while on the call.
Listen carefully and ask relative questions during the visit to keep the patient engaged.
Be prepared to switch to a phone call if either person’s technology fails. The provider should call the patient back so the patient doesn’t have to call and get put into a queue. ( Don’t forget to get the patient’s phone number when you start the call.)
Be clear with your final instructions to the patient. Encourage them to write things down as you are telling them your plan of action. When ending the call let the patient hang up first.
Educate your patients on how to get the most out of their telemed call. Encourage them to have a note pad and pen at their disposal and limit distractions and ambient noise. List and prioritize their complaints. And if needed have another family member on the call, especially with older people or someone who isn’t very tech savvy.

Flags at Half-Staff Etiquette

December 5, 2018 by procourtesy

Flags at Half-Staff Etiquette

This week our country is mourning the loss of a former president, George Herbert Walker Bush, who died last Friday. When our leaders die we as a country, seem to come together well to remember their life and accomplishments. And it also gives us a chance to witness the pomp and circumstance that is afforded a president of the United States when they die.

President Trump declared an official day of mourning today, the day of the funeral in Washington and all flags are being flown at half-staff out of respect. Those flags will remain at half-staff for 30 days. Being honored with flags at half-staff is reserved for a select few and at times has been confusing as to who orders the gesture. So, I have reprinted my column from the News Sentinel from March of 2016 when I was asked about the protocol for flags being flown at half-staff for first ladies when they die.

Here is that column…

March 18, 2016
Flag at Half-Staff Etiquette

Q. Karen, I noted that American flags were at half-staff in honor of former first lady, Nancy Reagan when she died. Is this usual? I don’t remember it happening in the past for other first ladies. Who decides when flags are to be flown at half-staff ?

A. There is no set protocol for funerals and ceremonies when a first lady dies like there is when a former or sitting president dies. Funerals for former first ladies are usually private affairs. But President Obama ordered American flags be lowered to half-staff, out of respect to Mrs. Reagan, at federal buildings, military posts, U.S. Naval vessels and diplomatic missions until sunset the day of her burial.

The same was done for Lady Bird Johnson when she died in 2007, but it was not done when Betty Ford died in 2011 or for Jacqueline Kennedy Onassis in 1994 or Pat Nixon in 1993. However, there was a 30 day period of mourning at the White House for Mrs. Nixon and Mrs. Kennedy when they died.

The order or “proclamation” of flags being lowered to half-staff is done at a time when the entire country is in mourning, as when a former or sitting president dies or there has been a national tragedy like 9/11. It is also ordered at times for other officials or foreign dignitaries. The order comes from the President of the United States.

In the event of the death of a former or sitting official of any state or territory of the United States, the governor of that state can order flags to be flown at half-staff on federal and other government buildings in that state for a designated period of time.

For anyone else to order flags flown at half-staff is technically, a breach of flag etiquette. The strict rules and codes are designed to insure proper respect for our flag.

The period of time that flags fly at half-staff is usually anywhere from a 30 day period for presidents to 10 days for vice presidents. It depends on the status of the person or persons who died.

There are other days of the year when flags are flown at half-staff. For instance, Memorial Day…flags are ordered to be flown at half staff from sunrise to noon on that day every year, to honor war heroes. Also, September 11, which is now designated as “Patriot Day and National Day of Service and Remembrance.”

The flag should be raised briskly to the top of the staff before being lowered to half-staff.

For more information on the rules and regulations for flying the American flag you can go to many web sites that list the official codes.

Hosting First Lady Barbara Bush

April 17, 2018 by procourtesy

I am deeply saddened by the news about former first lady, Barbara Bush’s death. She was a force of nature and one of those first ladies, in my opinion, who had the ability to transcend party lines. Her commitment to reading and education led an organization that I was involved with to engage her as our key note speaker for our annual breakfast in 1999. At that time I was intimately involved in the planning and preparation for her visit. Little did I realize that that experience would lead me to what I do today.

During her two day stay in our city I realized there was time in her schedule that needed to be filled with some sort of entertainment or dinner. So, I, along with my late husband, sent a personal invitation to her inviting her to a small, intimate dinner that we hosted with the other people involved in our organization. Much to my surprise Mrs. Bush sent back a note saying she would be delighted to have dinner with my husband and me and our other guests.
What a thrill it was to receive her handwritten note on her Kennebunkport stationery accepting our invitation.

I learned a great deal during those days leading up to and during the days we spent hosting someone as distinguished as a First Lady. Mrs. Bush was gracious, down to earth, funny and so appreciative of our hospitality and interested in all of us. I remember saying to her that I was surprised that she accepted our invitation. She responded with, “Why Karen, if you never ask, the answer is always no.” She said one of the things she enjoyed the most was getting to know the people who were engaging her to speak. Besides that she said, “if you didn’t invite me to dinner I’d go back to my hotel room and order room service.”

Our dinner with Mrs. Bush will always be a bright spot in my memory. I learned that people of her great distinction really do pay attention to the small kindnesses. That was evident when my husband and I received her personal note of thanks for our hospitality. Her notes have become treasures for me.

You never know where life will take you. In my wildest dreams, I never thought I’d ever be hosting a First Lady of the United States for dinner…

Rest in Peace, Mrs. Bush. You left the world a better place for having been in it. You will be missed and how grateful I am that our paths crossed even if it was in a small way.

Illness Etiquette in Cold and Flu Season

January 8, 2018 by procourtesy

Illness Etiquette

Well, we are into cold and flu season and being around people who are acutely ill increases ones chances of catching their bug. So, practicing some “illness etiquette” could be helpful for everyone.

First, if you are sick, stay home from work or school until you know you aren’t infectious anymore. And do limit your exposure to others, especially babies and anyone who may be immune compromised due to an illness or medical treatment, like chemo therapy.

If you have a sick family member and are planning on guests coming over, the gracious thing to do would be to inform your guests and give them the option of not coming. If necessary, reschedule the event. To not inform them until they arrive can make it seem like they were bushwhacked.

Avoid shaking hands with people if you are acutely ill. Just let them know you aren’t shaking their hand because you don’t want to expose them to your germs. They will be grateful.

Do cough or sneeze into your elbow instead of your hands. This helps reduce the germs being spread to everything you touch.

Wash your hands frequently and well, especially before touching food or anything else that may go into your mouth. Simple hand washing can do a lot in preventing the spread of germs. A good habit to get into is to wash your hands immediately upon coming home from work, school or any other place in public.

Have hand sanitizer on hand when you can’t get to a sink to wash. Keep some packets in your desk at work, in your car, purse or any other handy place. And sanitize commonly touched surfaces at work and at home. Don’t forget your computer keys and cell phone.

Dispose of your soiled tissues yourself. Don’t leave them on a table in a restaurant or any other place where someone else is responsible for disposing of them.

The Medical Office Visit Lasting Impression

When wrapping up the office visit have a set protocol to follow. For instance:

If the patient needs to stop at another desk before leaving the office:

Telemedicine Call Etiquette

Flags at Half-Staff Etiquette

Hosting First Lady Barbara Bush

Illness Etiquette in Cold and Flu Season

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