From nameless to noticed: How name recognition improves patient satisfaction

Neil Baum, MD

Nothing ranks in importance to the patient experience as access to the practice and being seen within minutes of the scheduled appointment time. Next in importance is remembering patients' names. Remembering names is an essential component of the patient's experience with the doctor and the doctor's staff. Remembering names shows respect, helps build rapport, and makes interactions more personal and memorable. It can also make the patient feel valued and increase the likelihood of positive interactions and future connections.

I am reminded of a story of an instructor at a nursing school who shared details of a unique quiz.

The very last question of the quiz was "What is the name of the janitor who cleans this building?" Most of the students in the class had seen this janitor and even bumped into him several times. The students turned in their answers to the quiz except for the last question. Nobody knew his name. One student asked if the last question would count toward the quiz grade. The professor said, "In your careers, you will meet many people. All are significant. They deserve your attention and care, and the least you can do is speak their name when you see or greet them. It makes them feel both human and valuable."

The most important word to each person in any language is the sound of their name. We all like the sound of our name. I am sure you experienced that "wow" moment when someone unexpectedly remembers your name? This is a simple, inexpensive means to develop a connection with patients.

Addressing someone by name is a powerful way to show you value them as an individual, not just another diagnosis or organ system. This leads to more positive and comfortable interactions.

Using someone's name can create a sense of trust and make interactions feel more personal and meaningful.

Remembering names can help you recall details about the patient and their medical problem.

Many physicians and their staff struggle to remember names, so consciously trying to do so can make you memorable and leave a positive impression.

My take-home message is that remembering names is a social skill that is easily developed and can have a significant impact on your interactions and relationships with your patients.

When you use someone's name in a conversation, it puts them at ease. This makes them more comfortable since it shows that you care about them. This makes it easier to start and continue conversations.

Using someone's name shows a greater connection and indicates you value them as a person. When patients feel valued, they tend to feel more comfortable sharing intimate aspects of their lives and medical histories. By saying their name, you show that they are more than just another face in the crowd. They are more likely to respond positively and feel compelled to facilitate a connection with you.

Remembering names is crucial for better doctor-patient interactions. The question is, how do you remember someone's name, especially if your encounter is brief? The following tips can help you remember names.

Tips for remembering names

Repeat the name. From your very first interaction with the patient, use their name several times. Repeating their name during the doctor-patient encounter will make it easier to recall it later. It is essential to make sure you are pronouncing their name correctly. If it is a difficult name, it is okay to ask for the correct pronunciation. For example, a patient with the Vietnamese last name of Nguyễn is pronounced "Win". I would enter this phonetic spelling of their name in the patient's record to ensure accurate pronunciation on subsequent visits.

Focus on the person. If you're busy thinking about your emails or the next patient, you'll never be able to commit someone's name to memory. Stay focused on the person and stay present in the conversation.

Find something that makes them memorable. This might be a facial feature that makes them distinguishable from everyone else. It could be their blue eyes, full lips, or dimpled chin. Once you've found it, connect their name to it. For example, Jenn has big blue eyes.

Another way of remembering names is through associations. I have been using word associations, and it has helped my recall.

For example, consider a patient with the first name of Lyndon. Connect his name to President Lyndon Johnson.

A patient with the first name of Lauren, so think of "Ralph Lauren" carrying an expensive purse.

If you can find wild, unusual, or outlandish associations, these are especially memorable. If someone's last name is Green, think of them with green hair or Elphaba from the Broadway musical Wicked.

A hook or shortcut is a method to remember names — "Sam the baker man" if you imagine him carrying a large cake.

Using a patient's name is essential for both the doctor and the staff. Consider discussing this topic with your employees at a staff meeting. Encourage the staff to wear a badge or have their uniform embroidered with their name. When a staff member first meets a patient, they introduce themselves and use the patient's name when they accompany the patient from the reception area to the exam room.

Also, the receptionist has an opportunity to use the caller's name and use it at least twice during the phone call: "Mrs. Smith, it was nice speaking with you, and we look forward to seeing you on <date>. If you have any questions, Mrs. Smith, please let me hear from you."

Finally, if you do public speaking, it is helpful to meet a few members of the audience and remember their names. Use their names during the program, which will make your presentation memorable.

Bottom Line: Using these techniques frequently will enhance your ability to remember patients' names. You'll be amazed by how easy it is to recall their name the next time they come to the office.

P.S. If you want to remember my name, Neil Baum, you might see a huge nail in a large bomb or missile!

Resource

The Memory Book by Harry Lorayne and Jerry Lucas, Barnes and Noble, 1974

Neil Baum, MD, a Professor of Clinical Urology at Tulane University in New Orleans, LA. Dr. Baum is the author of several books, including the best-selling book, Marketing Your Medical Practice-Ethically, Effectively, and Economically, which has sold over 225,000 copies and has been translated into Spanish.