How Rheumatologists Can Improve Patients’ Satisfaction, Patient Care, and Survey Scores

Dr. Greer

Dr. Mascarenhas has found that having the same care team members involved with each patient case works well. “Think of this as closing the loop of communication with as few members as possible,” she says. For example, when a patient phones into the practice’s call center they will speak with one of seven people. If further communications are necessary after their initial call, ideally the original call center employee will handle it because she is already familiar with the patient’s issue. This limits the need for the patient to rehash their history multiple times with multiple staff.

Patient Interaction—Inside the Office

Inside a practice, it’s also important to create an environment of trust. To achieve this, Dr. Rosenstein says a physician must display empathy, competence and a willingness to discuss a patient’s concerns and expectations. This is especially important in the field of rheumatology, where treatments are often perceived as challenging or even threatening.

In fact, doctor–patient communication is a major component of the process of providing healthcare. It can be a source of education, motivation, reassurance and support. “Not only does the patient benefit from this interaction, but the physician is also more likely to have less frustration and greater job satisfaction,” Dr. Rosenstein says. “Practitioners and medical staff members who have good communication and interpersonal skills are more likely to detect problems earlier, prevent medical crises and unanticipated interventions, and provide better care and support to their patients.”

Taking this a step further, Dr. Mascarenhas advises explaining your thought process as to why you are recommending certain medications or tests and asking if a patient feels comfortable taking a medication. “Medicine has shifted from a paternalistic model; now patients are usually partners with their doctors regarding medical decision making,” she says.

Dr. Greer says offering a one-stop-shopping service, along with great customer service, appeals to many patients. “The fewer places a patient has to travel to get care, the better,” he says. His practice offers onsite imaging and laboratory services, along with an infusion center staffed with nurses who treat guests like royalty. The center features state-of-the-art reclining chairs, Wi-Fi and flatscreen TVs, and provides snacks and beverages.

Quality of Care

For Dr. Greer, quality of care boils down to how a provider interacts with a patient. “I make it a habit to greet each patient, shake their hand and then sit down,” he says. “I don’t stand, because that gives the impression that I’m in a hurry to go somewhere else.” He’s also careful to look a patient in the eye, ask them questions and then listen while they talk. “Actively listening lets a patient know that you’re paying attention to them and taking them seriously,” he says. A scribe types notes while he focuses on the patient.