“Helping patients maximize the office encounter” Dr. Kenneth J. Stanley, MD Private Practice Pearland, Texas

Objectives Give the physicians tools that help the patient discuss subjects in an orderly fashion Increase quantity and quality of patient care time Improve adherence to medication and lifestyle regimens Make patients more comfortable with their care plan

Contents Case presentation First contact Patient arrival In the exam room After the visit

Case presentation 11 year old female presents with a very straightforward case of asthma Her mother wants to know if she needs to take “all of these puffers” The mother also wants to know what to do about her ADHD medication

“Helping patients maximize the office encounter” To maximize the office encounter, the focus has to be on the patients’ needs To execute this, you need to have systems in place to improve efficiency and provide clarity

First Contact Phone Internet Walk-ins

First Contact- Phones Have protocols for greeting patients Staff to greet with a smile Consistent new patient and established patient protocols Consistent triage protocols for common problems Message for fax number and address

First contact- Internet Your website should look professional Have information about office policies Display address, phone number, and a map prominently Have intake and history forms available to download Tell the patient what to bring

First contact- Walk-ins Disclaimer- I don’t do well with walk-ins Have a policy and stick to it Have time in your schedule set aside for walk-ins

Patient Arrival Keep the waiting room looking nice Uniform intake for receptionist Uniform protocol for the medical assistant Stay on time http://www.aafp.org/fpm/20030600/todaysvisit.doc Use this form

Exam room Assess the patient’s needs and wants Assess the patient’s agenda and your agenda Do a physical exam Form a plan of care with the patient and family

Needs vs. Wants To be listened to Most effective care possible Effective screening tests and preventive measures The latest medical information as it relates to that individual To be listened to Newest treatment possible Guarantee of a “clean bill of health” Whatever that individual just saw on TV or read on the internet

Types of visits Annual physical New onset of a chronic condition Follow up of a chronic condition Acute care Procedure Discussion Group visits

Assessing the agenda This means assess your agenda Assess the patient’s agendas Sometimes the patient has more than one Refer to the handout

History and Physical Do a thorough history- people want to be listened to Do a physical exam- people want to be touched Do not take these opportunities for granted

Make a Plan Guide the patient through the process Encourage them to ask questions Put the plan in writing and give it to the patient Tell the patient to show the plan to another individual

Pearl of wisdom “Do not give orders that can be understood. Give orders that can not be misunderstood.” General Douglas MacArthur

After the visit Treat your staff with respect and courtesy Courteous staff members leads to fewer complaints Patients who are comfortable with the staff are more comfortable with the physician and more comfortable asking questions

After the visit Make follow up appointments before the patient leaves the office Use pre-printed forms for messages Be consistent with triage Attend to correspondence quickly throughout the day- leave your desk clear if possible

Summary We can provide better quality care if we help patients use the office encounter to its full potential. Every patient encounter is an opportunity

Resources http://healthfinder.gov/healthcare www.aafp.org/fpm.xml www.familydoctor.org

Resources Special Treatment: How to Get the Same High-Quality Health Care Your Doctor Gets (Hardcover) by Kevin J. Soden, Christine Dumas What to Ask the Doc: The Questions to Ask to Get the Answers You Need (Paperback) by Margaret Fitzpatrick, Linda Burke, Daryl Lee

Thank You for Attending Don’t forget to turn in your evaluations

Contact me Kenneth J. Stanley, MD 10223 Broadway # P335 Pearland, TX 77584 (713) 436-8501 kjstanley@hotmail.com

Resource for templates http://office.microsoft.com/en-ca/templates/CT010482881033.aspx http://www.aafp.org/fpm/20030600/todaysvisit.doc