Sue Jacques

Strong social abilities are crucial for personal and professional success. Patients, colleagues, and the medical community all benefit from a physician's ability to network and communicate with confidence. Moreover, mastering such skills enhances relationships, ultimately leading to increased career satisfaction and job security.

Socializing doesn't come naturally to everyone, though. Many people, including highly skilled doctors, can become paralyzed by feelings of discomfort in everyday networking situations. While networking and teamwork are commonly referred to as "soft" skills, they can be some of the hardest to master.

Here are seven ways you can polish your presence, both online and off.

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These “soft skills” can be the hardest to master.

Seven social skills they don’t teach in medical school 

When my phone rang a few hours after I’d had bilateral eye surgery, I thought it was a friend or family member calling to check up on me. Instead, I was greeted by the voice of the ophthalmologist who had performed my procedure that morning.                                                            

In a conversation that lasted less than two minutes, my surgeon was able to personally assess my post-operative condition, answer the question I’d forgotten to ask before discharge and provide me with the comforting assurance that all was going according to plan. I felt very well cared for.

Of course, not every doctor has the time, the proclivity or the need to make follow-up calls on a regular basis. That’s where patient rapport managers come in.

Patient rapport managers are members of your team with healthcare experience who provide extra attention to patients on your behalf. Serving as a liaison between you and your patients and/or their caregivers, this person delivers the ad hoc follow-up you simply don’t have the bandwidth to offer. As a go-between for people on both sides of the examination table, patient rapport managers bridge any gaps between patients and practitioners.  

There are countless services patient rapport managers can offer including touching base with patients after an invasive procedure, a sudden illness, a trauma or an emotional event, such as the death of a family member. They can also review standard protocols, such as wound care or concussion management; assess compliance and the basic effectiveness of prescriptions or treatments; notify patients about scheduling changes or delays; and suggest appropriate after-hour referrals for agencies, such as home care or social services.

Most importantly, patient rapport managers can be on the lookout for any medical red flags that warrant your attention but might otherwise be missed. They can then notify you so you can be proactive in providing the necessary care.

How much do patient rapport managers work?

The number of hours patient rapport managers work depends entirely on the responsibilities you assign. This position is ideal for healthcare professionals who would like to work part time from home because follow-up calls or texts can be made from anywhere and often occur during the evening.

Or, you could have in-house patient rapport managers who make follow-up calls from your clinic as part of their daily routine. That’s what happened when I had a dermatologic procedure not long ago. As part of the dermatologist’s standard protocol, the nurse who assisted during the excision phoned the next morning to see how I was doing. I was familiar with her, and I welcomed her thoughtful call. It was a lovely touch.

What are the benefits of having patient rapport managers on staff?

Not only can this team member alert you to potential problems, their services add another layer of compassion to your already excellent standards of care by removing some of the barriers between you and your patients. They can also alleviate patients’ feelings of intimidation or frustration, calm fears and uncertainties, answer common questions and develop a sense of allegiance.

There is a financial benefit, too. While some doctors, like my ophthalmologist, prefer to make follow-up calls themselves, there’s no question that hiring patient rapport managers frees up physicians’ time to see more patients and ultimately make those calls less costly.   

A good place to start is with your current staff. Is there a registered nurse or physician assistant on your team who’s thinking about cutting back their hours? Is anyone talking about retirement or expressing a desire to spend more time at home with their children? Is there a staff member who’s got a special knack for connecting with patients?

Any of these people may be interested in working with you to take on and develop this position. Alternatively, you could start a job search for a medical professional who has experience as a hospital patient liaison or care ambassador. Once hired, you can work together to establish protocols, tasks and boundaries.

Adding a patient rapport manager to your clinic will build more than strong doctor-patient relationships. It will also help you build a loyal following and a burgeoning practice that is known for providing outstanding care that goes above and beyond expectations.

is a keynote speaker, consultant and author who specializes in medical and corporate civility. A former forensic death investigator, Sue performed the medical investigation of thousands of unexpected and violent deaths during her career at the medical examiner's office. She now helps people and practices prosper through professionalism

Articles

Patient rapport managers strengthen relationships between physicians and patients

 How patient rapport managers save you time and money

Physicians are by nature compassionate people. But sometimes life can get in the way of the ability to consistently exhibit care, candor, and concern. A squabble with a neighbor can present as short-temperedness with a colleague just as easily as a poor diet can lead to brain fog and subsequent frustration with a patient. Not only that, but the pressures of a busy practice can be brought home, contaminating the atmosphere of a practitioner’s personal life.   

It takes effort to establish and maintain balance between the myriad avenues we walk in life. And while one area, such as work, can be mentally demanding, another area, like staying in shape or raising a family, can be physically taxing to the same degree.  

Every component of day-to-day life is interrelated, which is why it’s essential to pay equal attention to your personal, professional, and public priorities. Here are six categories of care that will ultimately enhance the treatment you provide to your patients. 

Your personal wellness impacts your patients’ treatment and your staff members’ productivity. If you’re emotionally spent, physically sick, or psychologically stressed, your patients and colleagues will probably suffer some kind of consequence. Though the effects may be subtle, like having them feeling rushed or unheard, your attitude can infect their experience. 

The first order of business is to manage your physical and mental health. Make sensible dietary choices, schedule time for pleasure and exercise, and unwind every day through meditation, reading, music, or a hobby. Patients and staff see you as a role model, which is why it’s vital for you to demonstrate healthy habits.  

The people you surround yourself with need you to be present and pleasant. Even though your hours may be long and unpredictable, choose to participate fully when you’re in the company of those who matter most. 

Sadly, the busier we are the more likely it is that our family and friends take a back seat. Your loved ones need your support and care as much as you need theirs. Do what you must to carve out time to honor and enrich your personal relationships.

Doctors are commonly viewed as pillars of the community. As I noted in 

, you have influence and you’re being watched. Given that neighbors, shopkeepers, and casual acquaintances tend to look up to you, it’s important to be mindful of your behavior in public. Take the lead by accepting your position with pride and representing your role in the community with responsibility and respect.  

Another observation tower is social media. We all know that online privacy is a thing of the past. To loosely quote law enforcement, anything you post can - and very possibly will - be used against you. Caution is advised. 

Everyone who works in your practice, from your booking clerk to your physician assistant, benefits from your care and attention. They are, after all, the people who keep you organized and able to cope. Ensuring job satisfaction for them guarantees a healthy practice for you. 

It’s up to you to establish the tone of your workplace. When cultivating the character of your practice, start with a foundation consisting of these four elements: inclusivity, positivity, efficiency, and civility. Have open, multilateral lines of communication and be fair when offering feedback to your staff. If you want to see real change, start sharing three sincere compliments per day and watch the attitude among your colleagues shift. 

The environment you work in plays a huge role in your career contentment. If worn-out furniture, outdated equipment, peeling paint, and close quarters surround you, consider modernizing the office. A few simple dÃ©cor updates can make all the difference in how everyone feels when they enter the space. 

If you’ve outgrown your current office, either physically or mentally, it may be time for a change. Sometimes moving on is the only way to answer your soul’s call for calm over the chaos you may be experiencing at your present place of work. Pay attention to your yearnings. 

Now that you, your people, and your atmosphere have been attended to, you’re in the perfect position to offer the best treatment for your patients. Not only are you better able to provide your full attention, but having your core needs and responsibilities managed means you’re much better able to help manage theirs.

Regular patients will notice even the smallest improvements in attitude and design. And when you take the time to focus on self-care, patients new and old are sure to realize they’re in good hands. 

Never underestimate the value of tending to your own care first. When you do, your family, friends, colleagues, and patients will thank you for it. 

is a professionalism expert, keynote speaker, consultant, and author who specializes in medical and corporate civility. A 

former forensic death investigator, Sue now helps people and practices prosper through professionalism

Patient care is the top priority for physicians. But in order to provide patients with the best treatment, physicians must take care of their personal, professional, and public priorities.

How to add more care to your treatment

Exchanging health information is a two-way street. On one side, physicians aim to gather pertinent information from patients. On the other side, patients are looking for clear direction from practitioners. 

Sometimes, though, medical personnel can lose sight of the fact that patients are coming from an entirely different perspective. This chasm is often evidenced by the use of substandard or outdated forms that are meant to gather and share critical information between all parties. 

Unfamiliar terminology, confusing multiple-choice questions, or insensitively worded documents can adversely impact a patient’s comprehension of-and subsequent compliance with-their doctor’s written instructions. Confusing forms can also lead to ambiguous medical histories if patients either don’t understand what’s being asked of them or don’t appreciate the way it’s being asked. 

Even something as basic as a lab requisition or online booking form can cause confusion. That’s why it’s important to support medical conversations and instructions with clear documentation using straightforward language on well-thought-out forms. 

If you haven’t revised the documents you share with patients for a while, perhaps now is the time to review and update them. Here are a few suggestions to help you get started. 

The intake form is usually the first touchpoint patients have with your practice. Whether completed in person, online, through an app, or over the phone, it’s vital to keep this document simultaneously simple and comprehensive. 

One thing you may need to refresh is the language used for gathering vital statistics. Do your current forms have a respectful and inclusive tone? Are there appropriate gender classifications? The traditional male/female choice is no longer adequate in today’s diverse society, particularly in medicine, where anatomic and cultural clarity are crucial for effective patient care. 

Another consideration is the way you collect the names of patients. Many of us prefer to be addressed by a moniker that is different from our legal name. Make sure your intake form provides space for patients to include their favored name, pronoun, and, if they choose, honorific. And remember to ask for the names and numbers of two contacts, just in case an urgent or confusing situation arises and you need to reach someone STAT. 

It’s helpful to include details about your booking and cancellation policies, hours of operation, and contact information on the patient intake form. It can also be advantageous to allow room for patients to write down any questions they have about you, your staff, and your practice.

To fast or not to fast, that is the question. At least that’s one of the questions. Take a look at the lab, radiology, and other external forms you use on a daily basis. Are the instructions clear? Is there enough information about the location, contact number, and opening hours of the provider? View these forms from a patient’s point of view to see if there are any confusing or vague instructions. 

When referring patients to a specialist, it’s thoughtful to write down a few details so they can remember what doctor they’ll be seeing, why they’re being referred, where they’ll be going, when they can expect to hear about an appointment time, and who will contact them to confirm. You may want to consider creating a sheaf of forms solely for this purpose. It could be as small as a prescription pad and may save you and your staff from a lot of questions while saving your patients from a lot of uncertainty. 

Patients need to know exactly what to do in advance of and following all medical procedures. The most efficient and reliable way to ensure this is to provide them with simple, detailed, step-by-step instructions. Use bullet points, outline the chronological stages of the procedure (before/during/after), and add a variety of frequently asked questions to help guarantee patient understanding and compliance. You can also provide links to online resources that accurately depict what will be done. Too many surgeries and procedures are postponed or cancelled simply because of unclear instructions.   

Thankfully, I knew what to expect in advance of my recent routine colonoscopy, because if I had relied solely on the information leaflet I’d been given I would have been caught completely off guard. While the 2-page form provided an adequate explanation about dietary restrictions and the procedure itself, there was absolutely no mention of the dramatic consequences that follow ingestion of the preparatory laxative. Out of concern for future patients who may not understand what to expect, I pointed these oversights out to the nurse at my gastroenterologist’s office. I was met with a non-committal, “Hmmm, you’re right.” 

I won’t know for another 10 years, but I hope they update that colonoscopy prep form. One way or another, I’m sure it will all come out in the end. 

It’s important to support medical conversations and instructions with clear documentation using straightforward language on well-thought-out forms. Here are a few suggestions to help you get started.

Author | Sue Jacques

Articles

Seven social skills they don’t teach in medical school

How patient rapport managers save you time and money

How to add more care to your treatment

Is it time to reform your forms?