Physiatry Practice Management Resources

Managing expectations also involves getting the patient on the same page as the physician with respect to treatment goals. For example, to the patient who comes in with a laundry list of complaints, the physician should suggest the treatment goals for the day. Mr. Valancy explains: "In these instances, the physician should say to the patient, 'We don't have the time to address all of your problems today, but let's focus on this and this. At your next appointment we can look at the other things of concern.'"

It's possible a physician will never be able to meet the expectations of certain patients, particularly "doctor shoppers," who go from physician to physician looking for "perfect" care. In these situations, says Mr. Valancy, it might be better to sever the physician-patient relationship by following established ethical and legal guidelines.

Staying on Target

How can physicians know whether or not their practices are doing the things necessary to keep patients satisfied? Mr. Dahl highly recommends that physicians send out three to four patient-satisfaction surveys per year. At least 30 surveys with a cover letter and a stamped self-addressed return envelope should be sent out for each physician in the practice. Data can be benchmarked against previous surveys or compared to results from surveys taken by national medical organizations.

"A practice team should be assembled to analyze the data," says Mr. Dahl. "The changes the practice plans to make should be communicated to patients via a letter or in the practice's newsletter."

The next frontier in physician-patient relations involves the Internet, according to Mr. Valancy. Patients are now surfing the Web for medical information and treatment protocols and are coming in to their physicians' offices expecting to be "active partners" in their care rather than "passive recipients." How physicians react to this trend will determine whether or not they can keep their patients satisfied and happy.

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Satisfaction Checklist

• Answer the telephone promptly.
• Schedule creatively -- avoid overbooking.
• Provide patient-relations training for your staff.
• Listen to patients -- don't interrupt them.
• Carefully explain insurance issues to patients.
• Manage patients' treatment expectations.
• Conduct three to four patient-satisfaction surveys per year.

Written by: Bob Feigenbaum