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

Engage patients to improve outcomes and reduce risks

David B. Troxel, MD and Robin Diamond, JD, RN
Physician
March 24, 2016
Share
Tweet
Share

A 42-year-old patient arrived for her annual gynecologist appointment complaining of a self-detected breast lump. She had several questions about her condition and wanted to tell her doctor about a family history of breast cancer.  The doctor was in a hurry and advised her to ask the staff, but the staff was busy with other patients and told her to call them later. The patient did not call.

The gynecologist ordered a mammogram but did not include the patient’s complaint of the breast lump on the requisition. The mammogram was read as “normal,” but the report noted a “very dense stromal pattern,” which reduces the sensitivity of the study for detection of cancer.  The radiologist did not recommend an ultrasound and described the mammogram as “normal” in the report to the gynecologist. No follow-up appointment was scheduled. Several months later, the patient scheduled another appointment with the gynecologist when she noticed the breast lump had increased in size.  Subsequently, she was diagnosed with breast cancer and scheduled for surgery.

***

What were the missed opportunities to help engage this patient in her health care?

If the doctor or his staff took a little more time, would the patient have asked her questions and provided additional information, possibly resulting in an earlier diagnosis? Cases like this reveal the importance of engaging patients as a strategy to prevent adverse outcomes. When patients do not feel involved in their care, they are less likely to follow through with treatment, keep the physician informed, and follow the treatment plan.

Patient engagement has emerged as a key component of reducing the likelihood of an adverse outcome. When patients are angry, they are more likely to sue. Similarly, patients are more apt to file a claim when they feel like they are not being heard, or their questions are not being answered.

Active patient engagement is a quality measure of the Institute for Healthcare Improvement’s Triple Aim Initiative, a framework targeted at optimizing health systems “to improve care, improve population health, and reduce costs per capita.”

And it’s not just the physician who is responsible for fostering patient engagement — it’s the entire practice. Opportunities to engage patients begin when they first contact your practice. Patient engagement is a critical strategy that must be incorporated into all levels of your practice, from the receptionist answering the phone and doing check-ins to the physician in the exam room. At each level, the question that must be answered is “Does the patient feel his or her needs are being met?” For engagement to occur, everyone has to make the patient feel involved.

Through effectively promoting patient engagement, physicians and practice staff can not only enhance patient safety by reducing the likelihood of adverse outcomes, but also reduce the likelihood of a malpractice claim.

To achieve engagement, physicians should be aware of the patient experience within their practices. Consider the following tips:

1. Test your system. Doctors should conduct regular tests on their systems and processes to see what patients experience when they call for an appointment, walk into the waiting room or talk with office staff. Doctors can even use family members or friends as testers and solicit their feedback on the experience. From there, physicians should identify any system weaknesses and take appropriate measures to improve them.

2. Get feedback through surveys. Ask your patients to provide feedback about their whole experience with your practice and their satisfaction with their treatment. Measure patient engagement through Consumer Assessment of Healthcare Providers and Systems (CAHPS) surveys from the Agency for Healthcare Research and Quality (AHRQ).

3. Create an open communication channel. When a patient is first seen at your practice, tell them they will get a survey to provide feedback about their experience with your practice, but also open the door to additional communication. Make sure a patient feels comfortable airing complaints about any aspect of their treatment, your practice, or their relationship with you or your staff.

4. Train your staff. Based on feedback from patients and on identified system weaknesses, conduct trainings to educate your staff on patient engagement and its importance at all levels within your practice.

ADVERTISEMENT

David B. Troxel is medical director, and Robin Diamond is senior vice president, patient safety and risk management, both at The Doctors Company.

Image credit: Shutterstock.com

Prev

Naturopaths should be restricted from treating children. Here's why.

March 24, 2016 Kevin 10
…
Next

Doubts that surround dying is an opportunity to raise consciousness

March 24, 2016 Kevin 1
…

Tagged as: Malpractice, Patients

Post navigation

< Previous Post
Naturopaths should be restricted from treating children. Here's why.
Next Post >
Doubts that surround dying is an opportunity to raise consciousness

ADVERTISEMENT

Related Posts

  • Are patients using social media to attack physicians?

    David R. Stukus, MD
  • Physicians and patients must work together to improve health care

    Michele Luckenbaugh
  • The promise of in silico drug development to improve patient outcomes

    Tanja Dowe
  • You are abandoning your patients if you are not active on social media

    Pat Rich
  • The medical community harms patients when they fail to engage in political advocacy

    Michael Kitchin
  • A love letter to patients

    Marcie Costello

More in Physician

  • How New Mexico became a malpractice lawsuit hotspot

    Patrick Hudson, MD
  • Why compassion—not credentials—defines great doctors

    Dr. Saad S. Alshohaib
  • Why Canada is losing its skilled immigrant doctors

    Olumuyiwa Bamgbade, MD
  • Why doctors are reclaiming control from burnout culture

    Maureen Gibbons, MD
  • Why screening for diseases you might have can backfire

    Andy Lazris, MD and Alan Roth, DO
  • Why “do no harm” might be harming modern medicine

    Sabooh S. Mubbashar, MD
  • Most Popular

  • Past Week

    • Why are medical students turning away from primary care? [PODCAST]

      The Podcast by KevinMD | Podcast
    • Here’s what providers really need in a modern EHR

      Laura Kohlhagen, MD, MBA | Tech
    • Why “do no harm” might be harming modern medicine

      Sabooh S. Mubbashar, MD | Physician
    • Why doctors are reclaiming control from burnout culture

      Maureen Gibbons, MD | Physician
    • How community paramedicine impacts Indigenous elders

      Noah Weinberg | Conditions
    • A physician’s reflection on love, loss, and finding meaning in grief [PODCAST]

      The Podcast by KevinMD | Podcast
  • Past 6 Months

    • Why are medical students turning away from primary care? [PODCAST]

      The Podcast by KevinMD | Podcast
    • Why tracking cognitive load could save doctors and patients

      Hiba Fatima Hamid | Education
    • Why “do no harm” might be harming modern medicine

      Sabooh S. Mubbashar, MD | Physician
    • Here’s what providers really need in a modern EHR

      Laura Kohlhagen, MD, MBA | Tech
    • What the world must learn from the life and death of Hind Rajab

      Saba Qaiser, RN | Conditions
    • How medical culture hides burnout in plain sight

      Marco Benítez | Conditions
  • Recent Posts

    • A physician’s reflection on love, loss, and finding meaning in grief [PODCAST]

      The Podcast by KevinMD | Podcast
    • How fragmented records and poor tracking degrade patient outcomes

      Michael R. McGuire | Policy
    • How New Mexico became a malpractice lawsuit hotspot

      Patrick Hudson, MD | Physician
    • How I learned to stop worrying and love AI

      Rajeev Dutta | Education
    • Understanding depression beyond biology: the power of therapy and meaning

      Maire Daugharty, MD | Conditions
    • Why compassion—not credentials—defines great doctors

      Dr. Saad S. Alshohaib | Physician

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 159 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

  • Most Popular

  • Past Week

    • Why are medical students turning away from primary care? [PODCAST]

      The Podcast by KevinMD | Podcast
    • Here’s what providers really need in a modern EHR

      Laura Kohlhagen, MD, MBA | Tech
    • Why “do no harm” might be harming modern medicine

      Sabooh S. Mubbashar, MD | Physician
    • Why doctors are reclaiming control from burnout culture

      Maureen Gibbons, MD | Physician
    • How community paramedicine impacts Indigenous elders

      Noah Weinberg | Conditions
    • A physician’s reflection on love, loss, and finding meaning in grief [PODCAST]

      The Podcast by KevinMD | Podcast
  • Past 6 Months

    • Why are medical students turning away from primary care? [PODCAST]

      The Podcast by KevinMD | Podcast
    • Why tracking cognitive load could save doctors and patients

      Hiba Fatima Hamid | Education
    • Why “do no harm” might be harming modern medicine

      Sabooh S. Mubbashar, MD | Physician
    • Here’s what providers really need in a modern EHR

      Laura Kohlhagen, MD, MBA | Tech
    • What the world must learn from the life and death of Hind Rajab

      Saba Qaiser, RN | Conditions
    • How medical culture hides burnout in plain sight

      Marco Benítez | Conditions
  • Recent Posts

    • A physician’s reflection on love, loss, and finding meaning in grief [PODCAST]

      The Podcast by KevinMD | Podcast
    • How fragmented records and poor tracking degrade patient outcomes

      Michael R. McGuire | Policy
    • How New Mexico became a malpractice lawsuit hotspot

      Patrick Hudson, MD | Physician
    • How I learned to stop worrying and love AI

      Rajeev Dutta | Education
    • Understanding depression beyond biology: the power of therapy and meaning

      Maire Daugharty, MD | Conditions
    • Why compassion—not credentials—defines great doctors

      Dr. Saad S. Alshohaib | Physician

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

Engage patients to improve outcomes and reduce risks
159 comments

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

Loading Comments...