10 tips to increase OPD volume :
Healthcare is actually more of a social science than a physical one. The best way to increase OPD volumes (a type of social interaction) is through appropriate professional etiquette because more than most careers, medicine is characterized by professional relationships, among different people, in numerous settings. Etiquette is more than mere good manners; it is a tool for cultivating good relationships.
Here are 10 valuable tips in improving professional etiquettes:
- Maintain a professional appearance
- Use a welcome greeting
- Practice good communication
- Keep patients in the loop, stay focused on issues
- Build rapport with the patients
- Be present with the patients
- Don’t rush patients
- Cultivate a positive work environment at the clinic
- Make arrangements for subsequent follow-up
- Get expert help when needed
1. Maintain a professional appearance
Physicians’ appearance has been most closely monitored of any professional class in history. Dress code is a physical structure and those professions which deal with uncertainties particularly in the context of life and death; healthcare professionals (HCPs), police and military professionals; an ordered structure places the victim in a “comfort zone.” Thus, an appropriate attire (a physical structure) of HCPs provides great psychological comfort to the patient. For doctors, the dress code should be such that it should appear neat, without much adornment and as such a nicely, starched and pressed white lab coat fits the bill. As a matter of fact, not only doctors but all staff members should be clean, tidy and approachable-looking. For doctors the ideal appearance is:
- The uniform (which is a white lab coat), scrubs and shoes, which should be clean and professional looking
- Name tag should be visible and readable
- If hair is long, it should be pulled up and back, away from the face
Why white lab coat?
The first thing that distinguishes a doctor from a patient in a clinical (social) encounter is appearance. Psychologically, it gives a marked contrast; while the doctors appearance is characterized by neatness, professionalism and vitality, the patient appears weak and in supplicant state. Several studies have revealed that patients feel that physicians who wear white coats are more knowledgeable, truthful and competent than those not wearing them.
2. Use a welcome greeting
Introduce yourself and greet the patient by name. Gesture Namaste or shake hands (as per appropriate social norm) and say your name in a confident voice. Introduce colleagues, if present to the patient/care-givers as well.
Desk staff should greet patients as soon as they walk in the door. Other staff members should greet patients by name, introduce themselves by name and position, and inform patients as to what steps and procedures they’ll be going through. Staff should do this even if they are wearing a name tag (which they should be doing at all times).
3. Practice good communication
- Remember body language- Office etiquette is all about impressions; smile and make eye contact when first greeting the patient and continue to make eye contact throughout the appointment to assure the patient that they have their doctor’s full attention. Make it clear to patients with body language and cues before you touch them. Body language is an essential component of communication. When making conversation, remember, care invested in words can be undone by non-verbal communication. Tune in and be aware of what image your body language is creating.
- Perfect your opening statement
- Make observations, not judgment
- Practice active listening and feedback
- Set realistic expectations
- Frame questions very carefully
- Keep conversations focused and keep patients in the loop- Patients want to know what is going on during their treatment, especially if they become anxious because of medical appointments. If they have to wait for a while, check in with them to ensure that they’re comfortable and update them on when they’ll be seen. During the visit, let the patient know what you’re doing before you do it, whether it’s taking vital signs, administering injection or taking a sample for a test.
- Don’t steer the subject away from the patient
- Keep conversation focused on the topic- The ability to connect with patients by making conversation is essential for success. To avoid inadvertently offending someone, stay away from controversial topics. Topics that should be generally avoided include religion, politics, and salary, jokes of questionable taste, medical problems and gossip. Topics that are usually safe to talk about include weather, traffic, sports, travel, books, and TV programs but ask them in reference to the patient and not others. When talking with patients don’t discuss personal problems. In case you face trouble getting a conversation started, try using the acronym OAR to help:
- Observe. Make an observation. (“It looks like you’re ready for your operation.”)
- Ask questions.(“Is this the first time you’ve visited this hospital?”)
- Reveal something about yourself, but avoid getting too personal and in context with patient. (“I like a neat tidy dress, like yourself.”)
4. Build a rapport with the patient :
5. Be present with patients
Doctors need to be truly mentally present as well, truly listening to the patient which makes them feel more comfortable about the quality of their care and can also make a difference between correct and incorrect diagnosis. Thus always be with the patient and not on the screen of a device or be mentally elsewhere
6.Don’t rush patients
Never cut patients short in their communication. Take time to allow patients to:
- Fully explain the reason for their visit
- Ask any question
- Voice any concerns they have about their treatment
This may extend appointments a bit longer but in the long run it can also save time and improve quality of medical care by preventing follow ups/problems due to misunderstanding about how the patient should be taking medication or caring for their health issue.
7. Cultivate a positive work environment
Kindness, consideration and common sense that characterize etiquette are also essential for HCP-HCP interaction. Be polite and courteous to colleagues, irrespective of stress; respect shown makes others feel valued contributing to effective communication and team building. Offer to help others and and thank others for helping. Use good manners and polite language, and avoid listening to gossip or complaints about other colleagues. Participate in department events to show team spirit. The key is to keep your work environment positive.
8. Keep disagreements with staff under wraps
Disagreements between staff is totally normal and disagreements should be handled in a mature and respectful way. Patients should never be able to detect strained relationships between staff members because when patients see that the staff aren’t on the same page, it makes them feel uncomfortable.
9. Make arrangements for follow up
If patients need follow-up appointments or consultations, ensure your staff helps them book that appointment before they leave office (if patients have to schedule these appointments on their own, they often won’t). Patients that have significant problems (but don’t need a follow-up appointment) will benefit from and appreciate a follow-up call. Put this on the calendar and have your staff call to ensure that the patient is feeling better and getting the care they need.
10. Get expert help when you need it
- While office etiquette is important, it’s not the only thing a medical practice needs. When moving medical practices, opening a new location, or needing new medical equipment get the help of an expert.
- All matters may not be handled by the doctor. Be ready to refer when additional help is needed.
- Seek help of additional staff to streamline patient care and communication: physician attendant, nurse, dietician, pharmacist, IT professional, health counselor etc.
