Honing your people skills

The number one reason that wellness providers like chiropractors, acupuncturists and physical therapists don’t get sued as often as medical doctors is that they’re safer. That’s pretty obvious. When you aren’t dealing in dangerous drugs or invasive procedures, you aren’t putting your patients at much risk.

The next most important reason for the relatively low malpractice lawsuit rate is that people tend to have a more personal rapport with their non-medical health care professionals. These are the people who actually spend time talking with them, getting to know their health issues, and show a genuine interest in them and their families.

That rapport alone can help prevent problems like lawsuits and board complaints. Lawyers have long known that if patients like you, they’re less likely to sue you even if you mess up.

“Plaintiffs’ lawyers report that 70% of malpractice claims are brought because of physician-patient communication problems or as a result of the physician’s attitude,” said Paul S. Sanders, MD, and Debra L. McBride, RN, JD in an article for Minnesota Medicine.

Researchers publishing in the Archives of Internal Medicine reviewed 45 malpractice cases and found that, in 71% of them, plaintiffs had a bad relationship with their provider. More than a third (31.5%) said they felt “deserted” by their doctors, and nearly that many (29%) said they had trouble contacting the doctor directly.

The image of the friendly family wellness provider (the kindly neighborhood chiropractor, the sage old acupuncturist, the sweet and caring nutritional counselor) is fading. Today’s high-tech environment, competitive health care arena, and emphasis on keeping our “professional distance” have given our offices a harder edge, a less personal touch.

The result? More stress for you and your patients, more lawsuits and complaints – and less effective care.

The solution? Hone your personal skills (verbal AND nonverbal) just as rigorously as you update your clinical knowledge.

Here are some specific tips for improving your “tableside” manner:

• Give patients/clients your full, undivided attention.
• Be aware of your nonverbal communication.
• Apologize if you’re late for an appointment, or if there was any other problem associated with the visit.
• Train your office staff to pay attention to patients and show them respect.
• Learn to listen to patient/client complaints without reacting with anger or impatience.

Watch your non-verbal communication as well.

• Maintain good eye contact. Don’t be constantly looking elsewhere or reading from your chart or notes.
• Watch your facial expressions. Match your “face” to your feelings and don’t be afraid to smile when appropriate!
• Be alert to body language. When talking with a patient or client, don’t be checking your watch, tapping your fingers on the counter, or shifting your feet impatiently.

If people skills aren’t your strength, take a course such as one of the famed Dale Carnegie training programs (http://www.dalecarnegie.com/search_courses/select_subject.jsp?courseSubject=CIS) or one of the offerings from the American Management Association (http://www.amanet.org/training/seminars/communication-skills-training.aspx)

Many courses are available online. Just a few hours spent leaning the basics of interpersonal relations can work wonders for your practice!