Professional Courtesy, LLC

Karen Hickman specializes in Etiquette and Protocol Consulting and is based out of Fort Wayne, IN | TEL: 260-486-7758

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You are here: Home / Archives for Karen Hickman

Calling Patients to the Exam Room Politely

November 14, 2013 by procourtesy

Calling Patients to the Exam Room Politely

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.

Filed Under: medical etiquette, medical manners Tagged With: addressing patients formally, etiquette expert, exam room, HIPAA, Karen Hickman, medical manners, patient privacy, Professional Courtesy

How to Deal with Scheduling Conflicts in the Medical Office

November 11, 2013 by procourtesy

How to Deal With Scheduling Conflicts in the Medical Office
There is nothing more frustrating than arriving for an appointment of any kind, only to find out that you have the wrong day. It has happened to all of us. Sometimes it is our error and sometimes it’s the error where your service is being provided. Regardless, of who is at fault, how these mix ups are managed can make or break the reputation of the business. If not done well, it can cost you a customer.

Take that same scenario, put in the medical arena and you have another potential situation that can lead to a very unhappy patient and some bad lip service for your practice. And even the loss of a patient.

Appointments in medical offices are often preceded with fasting lab work and a host of other things that need to come together before the patient can be seen. Consider post op visits that can be exhausting for the patient, visits by patients who come from a long distance, and older patients who require another family member to accompany them. Often, it isn’t just one person who is inconvenienced by a scheduling error, but several.

So, how do you manage those tricky situations, keep your schedule intact and keep your patient happy? Here are some things to consider:

  • First, have a discussion about the possibility of this happening and what you are going to do about it. I promise you, it will happen.

  • Direct staff to seek out the help of a manager or supervisor or even the physician, before turning someone away. This should not be a one person decision.

  • Don’t assign blame, even if you are not at fault. Listen, apologize for the inconvenience, and let the patient know you will try to accommodate them in some way. This is not the time for a power struggle.

  • Train front desk staff to be diplomatic. If you have someone on the front desk who can’t deal well with the public, get them off the front desk. They are often the first impression for your practice.

  • When scheduling appointments give the patient an appointment card filled out by you. This will lessen the chance for an error.

  • Call and/or email patients 24 hours prior to their appointment to confirm. Ask the patients to call you to confirm if they have not heard from your office within 24 hours.

  • Consider working them into your schedule in some way. Maybe the nurse practitioner or the PA could help. Offering some alternative will leave a much better impression than just turning them away.

  • Keep in mind that the patient is why you have a job. They are the most important part of the equation.

Another note…most offices schedule 6 months out and patients will have to call in at a certain time to schedule their annual appointments. Be sure to tell them the best month to call to get on the schedule. There is nothing more frustrating than calling in and being told that your calendar is already filled for the next three months. Remember, what seems to make sense to you, may not make sense to your patients.

Filed Under: Uncategorized Tagged With: difficult patients, diplomacy in healthcare, etiquette expert, front desk etiquette, Karen Hickman, medical manners, medical office appointments, patient satisfaction, professional courtesy in healthcare, scheduling conflicts

Navigating A Modern Medical Practice

August 6, 2013 by procourtesy

Navigating A Modern Medical Practice
The contemporary practice of medicine has taken a major shift for physicians and patients alike. The reasons for this are multifaceted:  managed care, expenses, insurance, technology…the list goes on and on. Certainly, physicians and hospitals are finding it challenging and feeling a lack of control as they adjust to the rapid changes in the practice of medicine. And so, patients must make adjustments as well, in order to feel they have control over their health care

Historically, progress has two sides to it. We usually have great benefits, but we often lose something that is unique to the old way of doing things. Medicine is no different. The solo practice where a patient and the “ole family doctor” have a close one–on-one relationship is becoming rare.  However, this does not mean a patient cannot have a meaningful and effective relationship with their physician in a large group and get excellent medical care. It does mean that the patient may have to shift their thinking and adjust their approach. Patients who take more responsibility for their health and learn to work the system and their physician’s practice effectively can reduce the poor communication that is a common complaint today.

Some tips to navigate a modern medical system are:

  • Be proactive before you get sick, if possible.
  • Know the routine of your physician’s office.
  • Try to see the same physician at every appointment to enhance continuity of care  and to establish a relationship.
  • Learn the names of the medical staff you deal with, in person, and when you place a call.
  • Learn when to place a call to the office. Avoid Monday mornings at 9 am, before lunch and minutes before the office closes.
  • Ask for, and keep copies of your own health record and that of your family members.
  • Plan ahead for prescription refills. Don’t wait until week-ends or the last minute.
  • Learn how to navigate the telephone system by asking for the extension number of the nurse and how to get a “live” person.
  • Understand their protocol for emergencies.
  • Find out what hospital your physician goes to? Many medical groups split the hospitals for efficiency. Your physician may not  make rounds or have privileges in your preferred hospital.
  • Know the people who are providing your care.  If the staff or physician does not let you know who they are, introduce yourself and ask their name and title/ position.
  • Turn off your cell phone! Taking calls during your appointment is rude and disruptive.
  • Understand your physician’s protocol for receiving test results. Some offices only call patients with negative test results. If  in doubt about the expectations or if you are anxious about a test results, call.
  • Call ahead and see if your physician is running behind if timely appointments are a concern. Ask again when you arrive and check periodically if your wait is getting lengthy.
  • Be familiar with the privacy guidelines and be sure to document the family members who are privy to your medical information.
  • Consider taking a family member or trusted friend to your appointments. If you are elderly or have serious medical issues another person can act as an advocate and help prevent errors in information transmission.
  • Take notes or ask if you can record the conversation for other family members.
  • Note when making an appointment if it is essential to arrive 15 minutes ahead of your appointment time to fill out paper work.
  • Understand that courtesy is infectious on all sides and very important. Make sure you are considerate. If you encounter rudeness from a staff member or physician, respond kindly. It will often diffuse the behavior. We all have a bad day, but if it is one individual, and the behavior is persistent, let the physician know. They can’t fix a problem if they don’t know about it.
  • Change practices if the personalities and attitudes of a particular office are something you can’t live with.  Be sure to let the office know why you left.
  • Document serious glitches. For instance, if you call multiple times and no one returns your calls, let management know. Your time is valuable and waiting for long periods of time without a response can hold up progress.

Sooner or later we all become consumers of the medical system, even physicians. Staying informed and up to date will help with the frustrations that plague the modern practice of medicine. Dr. Welby, as we knew him, may be passé, but there are many fine caregivers who have replaced him. On the surface, their style, accompanied by advanced technology may make things seem very different, but the ultimate goal of most physicians is to care for people and make them better.

Filed Under: medical manners Tagged With: contemporary medical etiquette, etiquette expert, Karen Hickman, medical etiquette, medical manners, patient responsibility

Essentials for Health Care

July 23, 2009 by procourtesy

 


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Essentials in Healthcare
It is no doubt the technical training of a physician or dentist is of utmost importance in his or her practice. The expertise of a knowledgeable professional allows for trust and loyalty from patients. And yet, many patients don’t develop that trust and loyalty, no matter how skilled the medical and dental care, because of the unprofessional treatment they’ve encountered on the way to the examination room. 
 
Too often, as practices continue to grow larger, compassion in medicine and dentistry is forfeited through lengthy holds when scheduling appointments, an unprofessional air in the office, impersonal first impressions, and overall insensitive actions from the office staff. And this has a measurable effect on patient relations: research show us that up to one-third of malpractice suits stem from bad behavior on the part of the doctor or staff. 
 
As a former nurse and longtime member of the Fort Wayne (Indiana) Medical Society-Alliance, I understand health care. And as a trained expert in etiquette and protocol, I understand the importance of professional courtesy. Marrying my experiences in medicine and etiquette, I’m able to effectively address the growing perception of unprofessional medical and dental practices and then provide teams the tools they need to create a distinguished and caring practice. 
 
Recently, I was able to partner with the Fort Wayne Medical Society-Alliance to provide the Fort Wayne Medical Society with what the Alliance titled “Compassion in Medicine,” a researched-based educational seminar and comprehensive training program. I had the opportunity to enlighten over 200 office staff, receptionists, administrators, nurses, clinicians, and office managers with my Professional Courtesy Essentials program. The staff members learned how to professionally apply communication skills, conflict management, technology etiquette, and the development of a positive cultural philosophy while participating in role-play scenarios to better understand and relate to the patients. Further, the Alliance used the seminar as a fundraiser and contributed $15,000 to community charities related to health care and health education.  
 
The partnership between my Professional Courtesy Essentials program, the medical society, and the alliance created the opportunity to meet the goals of continuing education; excellence in health care; and care for patients, their families, and the community. I would be delighted to share this valuable and important message with you and your alliance and community, while educating and encouraging what I am sure is already excellent medical and dental care from your local medical or dental association. Please feel free to contact me for more information about the program and the opportunity to increase the professionalism in medicine and patient satisfaction. 

Sincerely, 

Karen Hickman

Filed Under: medical manners Tagged With: communication skills, etiquette expert, Karen Hickman, medical etiquette, medical manners, Professional Courtesy

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Business Email Etiquette                                                                                      The number of emails we all receive every day can be overwhelming, but they are a fact of life. Keeping that in mind, try to observe some of the basic email etiquette rules for emailing within the business world. Your email message may … Read More

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