Skip to content
  • About
  • Contact
  • Contribute
  • Book
  • Careers
  • Podcast
  • Recommended
  • Speaking
  • All
  • Physician
  • Practice
  • Policy
  • Finance
  • Conditions
  • .edu
  • Patient
  • Meds
  • Tech
  • Social
  • Video
    • All
    • Physician
    • Practice
    • Policy
    • Finance
    • Conditions
    • .edu
    • Patient
    • Meds
    • Tech
    • Social
    • Video
    • About
    • Contact
    • Contribute
    • Book
    • Careers
    • Podcast
    • Recommended
    • Speaking

Communication with patients is a problem. How do we fix it?

Jeff Kane, MD
Physician
February 6, 2016
Share
Tweet
Share

In my practice of facilitating cancer support groups, all I do is listen to patients and their families. Consequently, I hear much about the nature of their care. They generally speak favorably about its technical aspects, and indeed these are often awesome. But when they complain, it’s uniformly — and I mean one hundred percent — about communication.

One man has been trying to get an appointment with a pulmonologist for several weeks now. The required referral from his primary care doctor was sent long ago, by fax and also by snail mail, yet the specialist’s office claims it wasn’t received. When the man phoned to check on progress, he told me, the receptionist barked, “No. Didn’t I tell you I’d call you when we got it?” So he hasn’t secured a referral yet, only a dose of antagonism.

You might think that the ability to, say, transplant hearts might also mean we can transfer a record across town, but apparently we’re not as advanced in that area. I hear other, similar stories, too. For example, some medical offices’ phone recordings are poorly designed or corrupted.

One frustrated patient asked me to phone his oncologist to see for myself. When I did, I was left stupified; there seemed no way to reach a human or even leave a message. Some nurses and assistants fail to introduce themselves to patients, which increases the patients’ feelings of disorientation and vulnerability. One nurse, about to take a wheelchair-bound patient’s vital signs, asked the patient’s wife, “What brings him in?”

Having heard such tales for decades, I could go on. The mass of non-communication and miscommunication is disheartening, especially given our technological capabilities, but what bothers me as much is the fact that more often than not, physicians are unaware that their phone system is a mess, that staff members might actually be abusing patients, or that their medical record flow is a train wreck.

I see only two remedial alternatives. One is for doctors to become patients. A sick internist friend who found himself at the other end of the stethoscope told me, “I can’t believe the system is this screwed up.” The other alternative, doctor, is for you to take a few minutes and note how your staff behaves with patients, and call your office number to see how long it takes to reach you, if you can reach you at all.

If we’re to truly reform health care, we can’t limit improvements to finances. We need to renovate how human beings in this system relate to one another.

Jeff Kane is a physician and is the author of Healing Healthcare: How Doctors and Patients Can Heal Our Sick System.

Image credit: Shutterstock.com

Prev

MKSAP: 53-year-old man with right-sided facial weakness

February 6, 2016 Kevin 0
…
Next

My patients' pregnancy losses remind me why I became a doctor

February 6, 2016 Kevin 1
…

Tagged as: Emergency Medicine, Primary Care

Post navigation

< Previous Post
MKSAP: 53-year-old man with right-sided facial weakness
Next Post >
My patients' pregnancy losses remind me why I became a doctor

ADVERTISEMENT

More by Jeff Kane, MD

  • Patient complaints prompt hospital to reevaluate doctor’s bedside manner

    Jeff Kane, MD
  • There’s no easy way out of the opioid epidemic

    Jeff Kane, MD
  • Turning doctors into technicians is a mistake

    Jeff Kane, MD

Related Posts

  • 4 tips for better communication with patients

    Subha Mohan
  • Are patients using social media to attack physicians?

    David R. Stukus, MD
  • You are abandoning your patients if you are not active on social media

    Pat Rich
  • Physician Suicide Awareness Day: Where are the patients? 

    Jennifer M. Sweeney
  • Expensive Medicare patients aren’t who you think

    Peter Ubel, MD
  • Here are some things that patients wish doctors knew

    R. Lynn Barnett

More in Physician

  • Teaching medical students what it is really like to be a physician

    William Lynes, MD
  • The hypocrisy of insurance referral mandates

    Ryan Nadelson, MD
  • The timeless art of diagnostic reasoning

    Sandip Pandey
  • What MS can teach cardiologists about disease

    Larry Kaskel, MD
  • What an active shooter taught me about being a doctor

    Beatrice Preti, MD
  • Physician leadership in moments of crisis

    Stephanie Wellington, MD
  • Most Popular

  • Past Week

    • The mental health workforce is collapsing

      Ronke Lawal | Conditions
    • A doctor’s struggle with burnout and boundaries

      Humeira Badsha, MD | Physician
    • The stoic cure for modern anxiety

      Osmund Agbo, MD | Physician
    • The hypocrisy of insurance referral mandates

      Ryan Nadelson, MD | Physician
    • Is Alzheimer’s an infectious disease?

      Larry Kaskel, MD | Conditions
    • Why physicians with ADHD are struggling with burnout despite success [PODCAST]

      The Podcast by KevinMD | Podcast
  • Past 6 Months

    • Rethinking the JUPITER trial and statin safety

      Larry Kaskel, MD | Conditions
    • The ignored clinical trials on statins and mortality

      Larry Kaskel, MD | Conditions
    • How one physician redesigned her practice to find joy in primary care again [PODCAST]

      The Podcast by KevinMD | Podcast
    • I passed my medical boards at 63. And no, I was not having a midlife crisis.

      Rajeev Khanna, MD | Physician
    • Why doctors must fight for a just health care system

      Alankrita Olson, MD, MPH & Ashley Duhon, MD & Toby Terwilliger, MD | Policy
    • The human case for preserving the nipple after mastectomy

      Thomas Amburn, MD | Conditions
  • Recent Posts

    • Is Alzheimer’s an infectious disease?

      Larry Kaskel, MD | Conditions
    • Life after GLP-1s: How to sustain weight loss

      Ricky Bloomfield, MD | Conditions
    • Teaching medical students what it is really like to be a physician

      William Lynes, MD | Physician
    • A new framework for depression recovery

      Elias Dejesus, RN | Conditions
    • Why doctors are losing the health care culture war

      Rusha Modi, MD, MPH | Policy
    • Innovations and barriers in colorectal cancer screening strategies [PODCAST]

      The Podcast by KevinMD | Podcast

Subscribe to KevinMD and never miss a story!

Get free updates delivered free to your inbox.


Find jobs at
Careers by KevinMD.com

Search thousands of physician, PA, NP, and CRNA jobs now.

Learn more

View 42 Comments >

Founded in 2004 by Kevin Pho, MD, KevinMD.com is the web’s leading platform where physicians, advanced practitioners, nurses, medical students, and patients share their insight and tell their stories.

Social

  • Like on Facebook
  • Follow on Twitter
  • Connect on Linkedin
  • Subscribe on Youtube
  • Instagram

ADVERTISEMENT

ADVERTISEMENT

  • Most Popular

  • Past Week

    • The mental health workforce is collapsing

      Ronke Lawal | Conditions
    • A doctor’s struggle with burnout and boundaries

      Humeira Badsha, MD | Physician
    • The stoic cure for modern anxiety

      Osmund Agbo, MD | Physician
    • The hypocrisy of insurance referral mandates

      Ryan Nadelson, MD | Physician
    • Is Alzheimer’s an infectious disease?

      Larry Kaskel, MD | Conditions
    • Why physicians with ADHD are struggling with burnout despite success [PODCAST]

      The Podcast by KevinMD | Podcast
  • Past 6 Months

    • Rethinking the JUPITER trial and statin safety

      Larry Kaskel, MD | Conditions
    • The ignored clinical trials on statins and mortality

      Larry Kaskel, MD | Conditions
    • How one physician redesigned her practice to find joy in primary care again [PODCAST]

      The Podcast by KevinMD | Podcast
    • I passed my medical boards at 63. And no, I was not having a midlife crisis.

      Rajeev Khanna, MD | Physician
    • Why doctors must fight for a just health care system

      Alankrita Olson, MD, MPH & Ashley Duhon, MD & Toby Terwilliger, MD | Policy
    • The human case for preserving the nipple after mastectomy

      Thomas Amburn, MD | Conditions
  • Recent Posts

    • Is Alzheimer’s an infectious disease?

      Larry Kaskel, MD | Conditions
    • Life after GLP-1s: How to sustain weight loss

      Ricky Bloomfield, MD | Conditions
    • Teaching medical students what it is really like to be a physician

      William Lynes, MD | Physician
    • A new framework for depression recovery

      Elias Dejesus, RN | Conditions
    • Why doctors are losing the health care culture war

      Rusha Modi, MD, MPH | Policy
    • Innovations and barriers in colorectal cancer screening strategies [PODCAST]

      The Podcast by KevinMD | Podcast

MedPage Today Professional

An Everyday Health Property Medpage Today
  • Terms of Use | Disclaimer
  • Privacy Policy
  • DMCA Policy
All Content © KevinMD, LLC
Site by Outthink Group

Communication with patients is a problem. How do we fix it?
42 comments

Comments are moderated before they are published. Please read the comment policy.

Loading Comments...