his 240 - effective patient - professional interaction
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Effective Patient/client Interaction
When counseling patient/clients, there are three professional interaction situations which must be addressed appropriately. They are:1. Patient/clients who require “understanding”2. Patient/clients who require a “firm-hand”3. Patient/clients who are invited to “go
elsewhere”
Effective Patient/client Interaction
UNDERSTANDINGPatient/client dexterity, visual acuity, communication and cosmetic desire, and revealed residual hearing ability are discussion topics which require understanding.Let’s review Sweetow page #322, and discuss tips for the described case study.Are there tips you might share from your recent clinical observations which might also address this challenge?
Effective Patient/client Interaction
UNDERSTANDINGPatient/clients suffering from senility, dementia, and forms of memory loss are very challenging. NOTE: Their appearance is not always indicative of their mental capabilities.Let’s review Sweetow page #323, and discuss tips for the described case study.Do you have other tips to share?
Effective Patient/client Interaction
UNDERSTANDINGMany patient/clients encountered during hearing instrument dispensing feel isolated and lonely (common symptoms of hearing loss). This can result in depression.Let’s review Sweetow page #324, and discuss tips for the described case study.Do you have other tips to share?
Effective Patient/client Interaction
UNDERSTANDINGMany patient/clients encountered during hearing instrument dispensing are in denial of their hearing loss (they blame their communication challenge upon others). Let’s review Sweetow page #325, and discuss tips for the described case study.Do you have other tips to share?
Effective Patient/client Interaction
“FIRM-HAND”Patient/client “walk-ins” are universal within the health care profession. They may be extremely disruptive to your clinic schedule and other scheduled patient/clients.Let’s review Sweetow page #327, and discuss tips for the described case study.Do you have other tips to share?
Effective Patient/client Interaction
“FIRM-HAND”Other professional patient/clients may present dilemmas regarding referral favors, substantial discounts, return favors, etc.Let’s review Sweetow page #329, and discuss tips for the described case study.Do you have other tips to share?
Effective Patient/client Interaction
“FIRM-HAND”Patient/clients with a “know-it-all” attitude will often challenge your knowledge or question your authority.Let’s review Sweetow page #330, and discuss tips for the described case study.Do you have other tips to share?
Effective Patient/client Interaction
“FIRM-HAND”Working with dishonest patient/clients who may or may not have a chronic condition of not telling the truth is always a challenge.Let’s review Sweetow page #332, and discuss tips for the described case study.Do you have other tips or experiences to share?
Effective Patient/client Interaction
“FIRM-HAND”Cancelled insurance plans, bad checks, stolen identity are not common patient/client challenges; however, they do occur!Let’s review Sweetow page #333, and discuss tips for the described case study.Do you have other tips or experiences to share?
Effective Patient/client Interaction
“FIRM-HAND”When dispensing hearing instruments, you will encounter those patient/clients who demand excessive professional/clinic time.Let’ review Sweetow page #334, and discuss tips for the described case study.Do you have other tips to share?
Effective Patient/client Interaction
“FIRM-HAND”Condescending patient/clients are first encountered by the clinic receptionist or patient/care coordinator. You, as the treating professional, must be aware of these patient/clients or, they can cause disparaging attitudes to develop within the clinic.Let’s review Sweetow page #335 and discuss tips for the described case study. Do you have other tips to share?
Effective Patient/client Interaction
“FIRM-HAND”Impatient patient/clients can offer several challenges regarding a variety of professional and clinic activities.Let’s review Sweetow page #336, and discuss tips for the described case study.Do you have other tips to share?
Effective Patient/client Interaction
“FIRM-HAND”Patient/clients who lose and/or often misplace their hearing instruments offer a challenge which requires careful documentation on the part of the professional.Let’s review Sweetow page #337, and discuss tips for the described case study.Do you have other tips to share?
Effective Patient/client Interaction
“FIRM-HAND”Patient/clients may become irate, angry, or unhappy—sometimes its their nature—most of the time it is because they were inappropriately counseled regarding clinic protocols or communication expectations.Let’s review Sweetow page #338, and discuss tips for the described case study.Do you have other tips to share?
Effective Patient/client Interaction
“FIRM-HAND”The cynical—paranoid patient/client is probably the most challenging for the professional office/clinic environment. Let’s review Sweetow page #339, and discuss tips for the described case study.Do you have other tips or strategies to share?
Effective Patient/client Interaction
GO ELSEWHEREThere are patient/clients who are perhaps not pleased with your clinic location, their own limited hearing ability, and/or you and your personnel; however, they continue to return and express their “dissatisfaction of the day” to you. There are certainly patient/clients who must be informed that they reside in a free country and have access to other hearing health care providers.
Effective Patient/client Interaction
GO ELSEWHERESweetow has described three common profiles of patient/clients who you may wish to invite to “go elsewhere”. They are:Threatening patient/clientsLitigious patient/clientsChronically dissatisfied patient/clients
Effective Patient/client Interaction
GO ELSEWHEREThere are occasions when decisions must be made in the best interest of the clinic and its employees. Carefully evaluate patient/client encounters. If you or your staff encounter any one of these three profiles of patient/clients, you may wish to invite them to: “go elsewhere—not welcome here!”
Effective Patient/client InteractionEffective patient/client interaction involves three primary professional activities. First, control your own temper, avoid
expressing your personal feelings. Remember, that adverse patient/client behavior is not a personal affront to you.
Second, counsel the patient/client upfront regarding expectations, and stay within your realm of expertise.
Third, follow-up on potential problems and document everything thoroughly!
Effective Patient/client Interaction
REMEMBER
YOU ARE ALWAYS IN CONTROL OF THE PATIENT/CLIENT OUTCOME.
A POSTIVE PATIENT/CLIENT OUTCOME IS ALWAYS THE GOAL .
HOWEVER, A POSTIVIE PATIENT/CLIENT OUTCOME IS NOT ALWAYS REQUIRED FOR PROFESSIONAL/CLINIC SUCCESS.