1. “Helping patients maximize the office encounter”
Dr. Kenneth J. Stanley, MD
Private Practice
Pearland, Texas

2. Objectives
Give the physicians tools that help the patient discuss subjects in an orderly fashion
Increase quantity and quality of patient care time
Improve adherence to medication and lifestyle regimens
Make patients more comfortable with their care plan

3. Contents Case presentation First contact Patient arrival
In the exam room
After the visit

4. Case presentation
11 year old female presents with a very straightforward case of asthma
Her mother wants to know if she needs to take “all of these puffers”
The mother also wants to know what to do about her ADHD medication

5. “Helping patients maximize the office encounter”
To maximize the office encounter, the focus has to be on the patients’ needs
To execute this, you need to have systems in place to improve efficiency and provide clarity

6. First Contact
Phone
Internet
Walk-ins

7. First Contact- Phones Have protocols for greeting patients
Staff to greet with a smile
Consistent new patient and established patient protocols
Consistent triage protocols for common problems
Message for fax number and address

8. First contact- Internet
Your website should look professional
Have information about office policies
Display address, phone number, and a map prominently
Have intake and history forms available to download
Tell the patient what to bring

9. First contact- Walk-ins
Disclaimer- I don’t do well with walk-ins
Have a policy and stick to it
Have time in your schedule set aside for walk-ins

10. Patient Arrival Keep the waiting room looking nice
Uniform intake for receptionist
Uniform protocol for the medical assistant
Stay on time
Use this form

11. Exam room Assess the patient’s needs and wants
Assess the patient’s agenda and your agenda
Do a physical exam
Form a plan of care with the patient and family

12. Needs vs. Wants To be listened to Most effective care possible
Effective screening tests and preventive measures
The latest medical information as it relates to that individual
To be listened to
Newest treatment possible
Guarantee of a “clean bill of health”
Whatever that individual just saw on TV or read on the internet

13. Types of visits Annual physical New onset of a chronic condition
Follow up of a chronic condition
Acute care
Procedure
Discussion
Group visits

14. Assessing the agenda This means assess your agenda
Assess the patient’s agendas
Sometimes the patient has more than one
Refer to the handout

15. History and Physical
Do a thorough history- people want to be listened to
Do a physical exam- people want to be touched
Do not take these opportunities for granted

16. Make a Plan Guide the patient through the process
Encourage them to ask questions
Put the plan in writing and give it to the patient
Tell the patient to show the plan to another individual

17. Pearl of wisdom
“Do not give orders that can be understood. Give orders that can not be misunderstood.”
General Douglas MacArthur

18. After the visit Treat your staff with respect and courtesy
Courteous staff members leads to fewer complaints
Patients who are comfortable with the staff are more comfortable with the physician and more comfortable asking questions

19. After the visit
Make follow up appointments before the patient leaves the office
Use pre-printed forms for messages
Be consistent with triage
Attend to correspondence quickly throughout the day- leave your desk clear if possible

20. Summary
We can provide better quality care if we help patients use the office encounter to its full potential.
Every patient encounter is an opportunity

21. Resources http://healthfinder.gov/healthcare www.aafp.org/fpm.xml

22. Resources
Special Treatment: How to Get the Same High-Quality Health Care Your Doctor Gets (Hardcover) by Kevin J. Soden, Christine Dumas
What to Ask the Doc: The Questions to Ask to Get the Answers You Need (Paperback) by Margaret Fitzpatrick, Linda Burke, Daryl Lee

23. Thank You for Attending
Don’t forget to turn in your evaluations

24. Contact me Kenneth J. Stanley, MD
10223 Broadway # P Pearland, TX 77584
(713)

25. Resource for templates