by Hal Ornstein DPM, FACFAS and Lynn Homisak, PRT

The perception of time spent with your patient is related to your energy directed toward them.  Their psychological and medical needs can be fulfilled in a short time with simple techniques.  This starts with their perception and expectations.  Their expectations can be exceeded by making their perceptions reality.  Much of this information shows common courtesies our parents taught us as children, which are frequently lost in adulthood.

Each and every patient encounter should begin with eye contact and a friendly smile as you cross the doorway into the room.  Follow this with a handshake even if you've seen the patient a hundred times This delivers a clear message of warmth and caring and helps to reduce the fear factor patients often experience.  This opens their minds and ears to what you then tell them about their conditions.  These simple skills say to the patient that you are friendly and relate to them at the same level, not from the ivory tower where many physicians seat themselves.

As you begin to speak with them, place both hands on their feet.  Studies have consistently proven that human touch portrays compassion.  Begin your conversation with a question relating to their overall well being such as “How have you been?”.  This may lead to an extended conversation so be sure to control the conversation by switching to how their podiatric problem is doing, i.e. “So how’s the heel feeling?”.  At this point LET THEM SPEAK and get it all out.  The typical patient will do this fairly quickly.  However, if you interrupt them early on in the encounter to move the visit along they will feel you are rushing.  If they speak their piece, the rest is yours to control.

Time spent with the patient will be reduced if you take control of the visit.  This sounds obvious, but too often the patient leads the visit.  The patient is in the office because you are the expert.  Deliver your treatment plan with confidence and the patient will be more likely to accept quicker and with less apprehension.  Stay away from statements such as “you may benefit from.…” and “I think this may work….”.  Emphasize the importance of the treatment by using phrases like “this is critical for you to have relief.” “This will make a significant difference is how you’re feeling” and “our goal is to get you better as quickly as possible so you can return to your normal activities and reduce the chance of surgery.”

Perception of time is an amazing thing!