Robert Parker, MD, CEO of the Sinai Medical Group associated with the Mt. Sinai Health System in Chicago, IL says “Effective communication improves diagnostic accuracy and the likelihood a patient will adhere to the professional’s treatment recommendations. Research has shown that good communication is directly related to symptom resolution, reduction in distress and anxiety, pain reduction and compliance with use of pharmaceuticals, as well as physician satisfaction. The staff also is more positively impacted when there is effective communication with patients. Everyone wins!”

A little thoughtfulness in the professional’s office goes a long way toward improving a patient’s attitude. Parker says, “It is a fairly simple process to teach a staff member communication techniques regarding ways to positively engage patients, show empathy by helping patients feel understood, educate patients and enlist or empower patients with information and hope. For example, make sure a staff member introduces himself, smiles, greets the patient by name, welcomes the patient and maintains eye contact with the patient. These are simple ways to engage someone and let him know you care.”

Parker adds, “Recognize that most patients have more than one complaint and actively listen to them intently for just three minutes. This shows you really are interested and care about their needs. Summarizing the patient’s issues, using his own words – as opposed to medical speak – can assure patients you’ve understood their concerns. The staff must communicate in a language their patients easily understand to avoid patient confusion and frustration.”

A patient’s attitude is often “most affected by whether or not he receives friendly, personal treatment from the staff,” says David Chudwin of Allergy and Asthma Associates in Northbrook, IL.

The collective staff attitude is important in any office. It sets the tone of the office visit and is as important as the treatment by the physician. “Staff members should treat patients the way they would like to be treated: with courtesy, concern and respect,” adds Chudwin. The adage, “You can catch more flies with honey than with vinegar,” applies in this circumstance. A positive, helpful atmosphere can improve almost anyone’s mood.

Patients appreciate being informed of anything that might affect their appointments, such as the physician running late. The staff should also know if a patient is having a bad day, has a potential problem, or is having a bad reaction to news, so they can act appropriately toward the patient.

Work with staff to develop common phrases that can be used to diffuse potentially volatile situations. Diplomacy goes a long way in dealing with potentially problem patients.

James King, MD, of Prime Care in Selmer, TN, believes it is important to “listen to what your patients are saying. All of us can give an answer before someone is finished speaking. It’s important to listen to know what the problem really. Be empathetic to the patient and (his) problem.”

“Be aware of changes in a patient’s disposition,” says Dr. King,” and consider what the causes could be. Is the attitude change due to a bad day or a change in his medical condition or is it a family matter weighing on his mind?”

There is often something the physician and staff can do to improve a patient’s attitude. It is easy, for example, to accommodate many reasonable patient requests: If a patient is on a tight schedule, the staff can attempt to see him sooner; if an elderly person needs a taxi, they can call the cab company.

Take the time to consider if your waiting room would be more pleasant with current magazines, more comfortable seats, a fish tank, a pleasant picture or soft music. An accessible water cooler can go a long way toward making patients feel at ease.

Patient’s attitudes toward health care are changing. Easy access to information enables patients to be more informed and more involved in their own care than ever before. They actively participate in the decisions being made about their bodies, and they have high expectations for medical practices and physicians. Compassion, understanding and thoughtfulness can help practices meet patient expectations, improve care, and even brighten the day of physicians and staff.