Handling Basics Helps Prevent Unhappy Patients

Key Consultation Concepts

Dr. Sykes said that he has learned four key elements of a successful patient consultation:

▸ Engage. In an initial visit, patients want to talk about whatever cosmetic problem they came in for. But instead of letting them talk about that, Dr. Sykes asks a few personal questions about work and what they like to do. Then he asks questions about why they are there and what their expectations and goals are. Whenever they come in for another visit, he may ask follow-up questions.

▸ Empathize. Even if the patient is unhappy and critical in a follow-up visit, it is necessary to acknowledge the patient's concern and repeat it back to him or her because this makes the patient feel heard.

▸ Educate. If a surgeon shares the knowledge of why a certain diagnosis is made and why a certain treatment or procedure is recommended, this helps the patient to collaborate on the decision-making process.

▸ Enlist. The patient will feel much better if he or she can weigh all of the available options. Once the visit is nearing its end, the surgeon can summarize all things that are planned.