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Reach Out and Touch Your Patients

December 4, 2013 by procourtesy

More and more, I hear business people say that they don’t like to touch people, shake hands or to be touched by others due to the risk of getting germs. This is a very sad commentary, as far as I am concerned. But even sadder, to me, was to hear nurses say they don’t like to touch their patients because they feel they are unclean or they don’t want to risk getting their germs.

While I appreciate not wanting to get someone’s germs that may cause an illness, I think to take the “no touch” approach with your patients is risky and very damaging to developing a mutually respectful relationship.

Nurses and physicians are certainly taught techniques on hand washing, maintaining sterile fields, dealing with patients who are infectious by using isolation procedures and various other ways to protect themselves and avoid spreading diseases to other people. So why the resistance to touch your patients?

I think it is multifaceted with some of it brought on by how high-tech medicine has become. Healthcare workers are now booting up their computers to enter data and the answers to the questions they ask their patients, often, before they even shake their hand or make eye contact with them. Physicians are now able to do every test imaginable to diagnose patients that it seems rather easy to forget about actually putting your hands on the patient. I have even had people tell me they received a complete physical without ever having taken any clothes off. This is unimaginable to me. If physicians aren’t actually looking at someone’s body, I would guess they are missing some things.

We know from studies that babies who are not touched fail to thrive and some, even die. The human touch is a big part of diagnosing and healing. Imagine the elderly patient who lives alone and has no one to hug them. Touching people and being touched is essential to life. We all seek touch from those we love. Why not make sure it is part of the equation when caring for patients.

So, here are some tips to ensure you make some sort of physical contact with your patients:

Upon entering a patient’s room in the hospital or the office exam room, extend your hand to meet them before you go to the computer to start asking questions.
If handshaking is not possible, touch the patient on the shoulder, or arm. This is a comforting gesture when consoling them or delivering bad news…something they will appreciate.

Spend a few moments talking directly to the patient. Note the color of their eyes to make sure you are making appropriate eye contact.
Introduce yourself and let them know what you do and who you are; nurse, tech, P.A., etc.
While entering data in your computer, look at the patient while asking the question and then look at the keyboard when entering their answers. Reassure the patient that you are listening to them.
Shake hands or extend another touch upon leaving the exam room. Your touch will be noted.

If you still don’t want to touch your patients, maybe you should reevaluate why you went into medicine. Compassion is important in caring for the sick.

And for those business people who don’t like to shake hands…to refuse to shake hands with someone is a huge insult. Shaking hands is the universally accepted way to touch others in almost, every country in the world. So, reach out and touch someone, then go use your antibacterial wipes

Calling Patients to the Exam Room Politely

November 14, 2013 by procourtesy

Calling Patients to the Exam Room Politely

I am often taken aback when I am in a physician’s office waiting area and hear the staff call back their patients to the exam rooms. Many times there is this abrupt voice that comes from a half opened door announcing loudly, HARRY! Nothing else is said and the poor patient gathers themselves up following the nurse or medical assistant down the hall to their designated exam room in silence…no smile, no warm greeting or introduction. Then, if you are lucky, you get to stop in the hall to get weighed on the community scale. One office that I was in recently, even took blood pressures in the hall before directing the patient to the actual exam room. Not too private, at a time when there is so much emphasis on HIPAA privacy guidelines.

I appreciate that practices may want to cut down on expenses by having one or two communal scales instead of one in every room, but getting weighed in public can be pretty humbling. Surely, there is a better way to do this. Gathering patient information should be done in the privacy of the exam room with a closed door, not in the hall leading to the exam rooms.

So, here are some suggestions on how to call a patient back to the exam room politely:

To assure you can be seen,walk out into the waiting area as close to the patient as possible to call them back.
Smile and greet the patient warmly.
Address the patient formally by Mr. Mrs. or Ms. (this is not a privacy violation)
Direct the patient as to what room they will be going to. For instance, “third door on the right or room 6.”
Don’t ask any medical questions in the hall where answers can be over heard by others.
Don’t weigh people in the hall unless the scales are set up for privacy. And take into consideration as to how coats, purses and other extra clothing will get in the way of an accurate weight.
Consider taking blood pressures in the exam room, only
To identify patients in the waiting area try having the receptionist put a sticky note on the front of the chart using some sort of identifying comment as to who is who. For instance, “red sweater or blue coat.” This then allows you to walk right up to the patient and let them know you are ready to take them back to the exam room.
Be prepared to assist older patients or patients who have limitations or obvious injuries back to the room by taking their coats or other personal items.
Once the patient is in the room, close the door and keep them apprised of their waiting time.
Keep conversations in the hall to a minimum so patients don’t over hear private or inappropriate information.

Trying all of these simple suggestions will leave a much better impression on your patients.

Reach Out and Touch Your Patients

Calling Patients to the Exam Room Politely

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