Becker's Hospital Review

37 Executive Briefing: Preserving the Physician-Patient Relationship A ccording to a recent patient survey, the average in-of- fice appointment is just 12 minutes long. In this short span of time, patients may experience some of their most monumental life moments, good and bad. They turn to physicians for their most personal and serious health issues and need them to listen, diagnose, treat, document, and ex- plain in only 720 seconds. Physicians say these abbreviated patient encounters are what make the job worthwhile, yet patient face time accounts for less than 13 percent of a physician's day, according to Nuance, a market-leading provider of clinical documentation solutions. Many physicians find such little patient exposure frustrating, especially when a considerable portion of their time is spent integrating regu- lation changes and new technologies into their practices, which some feel strains the physician-patient relationship. Physicians who question health IT might be surprised to find that 97 percent of patients are comfortable with technology in the exam room, and the majority of patients — 58 percent — believe technology positively impacts their care, according to a Nuance- commissioned survey of more than 3,000 consumers in the U.S., the U.K. and Germany. The survey also found that most patients say communication is the number one factor that determines satisfaction in their health- care experience. "Clear communication, responsiveness and fol- low-up are important," a survey respondent said. "Most physicians need to spend more time in discussion with patients and not rush the visit or discussions during a visit." As healthcare delivery and patient expectations continue to change, crafting the best patient experience in that 12-minute window truly is an art form. Furthermore, as healthcare delivery becomes increasingly digital, it will be even more important for physicians to maintain the time-honored physician-patient rela- tionship and understand what patients need and want out of their healthcare experience. The state of physician-patient relationships Patient expectations are high, but the good news is most physi- cians are delivering an excellent healthcare experience, accord- ing to the consumer survey. Almost 90 percent of respondents have a good relationship with their primary care provider and 95 percent are honest with their physician during appointments. This means physicians are likely delivering on patient expecta- tions of verbal communication, eye contact, and privacy, three of the top factors patients say matter most during visits to their physi- cian. For German patients especially, privacy was a top factor in excellent medical care, meaning having extra support staff in the room was seen as negative rather than positive to their overall healthcare experience. "Positive attitude, calmness, detailed explanations and friendli- ness are attributes of how a doctor should be," said one survey respondent. The top contributing factor to better medical care for more than 73 percent of patients from all three countries was time for dis- cussion, which ranked above verbal communication of specific recommendations, eye contact, and privacy. Yet 40 percent of patients feel rushed during appointments, with only 20 percent indicating they have never felt rushed during an appointment. The survey found that an average visit is 20 minutes or less for 77 percent of patients. "There's not enough time to say what's wrong and discuss it in 10 minutes, especially if you have additional con- cerns or extra questions," said one survey respondent. In the average 12-minute appointment, it is critical for physicians to make patients feel as though they have plenty of time to dis- cuss diagnoses, treatment plans, and answer any other ques- tions or concerns. Many physicians know the key to this type of time-bending is to move away from the door, sit down, make eye contact with a patient, and really listen to what they have to say. Twelve minutes of engaging conversation feels much longer than 12 minutes of indirect eye contact, distracted questioning, and a rushed or skipped physical exam. Physicians who are able to make the patient feel like a priority will reap the benefits in more ways than one. After all, most patients — 52 percent in the U.S. — say they rely on word-of-mouth rec- ommendations when selecting a provider. How patient engagement shapes expectations With limited time in the exam room and more consumer-driven choices in healthcare, patients today are increasingly engaged. Physicians can and should expect many patients to come to their appointments armed and ready with questions, concerns, and in- formation from Internet research. "Communication is the most important aspect of any relationship. Patients also need to be proactive in seeking information about themselves by researching online, reading magazines, watching videos, etc. You know your body (or should) better than anyone else," wrote one survey respondent. To Create a Positive Patient Experience in Only a Matter of Minutes, Understand What Patients Value Most Sponsored by:

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