Oftentimes a simple misunderstanding can tip the scales when it comes to filing a malpractice lawsuit. Such embers can often blaze brightly when other problems arise.
Since so much of the interpersonal relationship between physician/patient rests on communications and problem resolution, here are some common complaints and how to prevent them:
1. The waiting game. No one likes long waits, so manage your patients' expectations regarding waiting time. Upon arrival, let them know the anticipated wait. If you're running behind, make sure the staff keeps the patients apprised. If possible, have your receptionists call appointments beforehand to advise them of the estimated wait time.
2. 100% attention. In the exam room, the patient expects all of your attention. Taking phone calls, excepting a true emergency, fails to show the patient the proper respect.
3. Respect privacy. If a patient is undressed, make sure the door is always closed.
4. Treat the patient. Some doctors fail to treat the patient as a human being, choosing to treat them as a medical condition instead. Greet them by name, not condition. Extend normal courtesies to everyone.
5. Don't interrupt. Even if a patient is lengthy in describing a problem, hear the patient out without interruption and really listen to them. Afterwards you can ask the questions that you need for amplification. Finally, explain in detail the course of treatment and why you've chosen it.
6. Test results. Always inform the patient when to expect test results. No one likes to be kept guessing and waiting.
7. Implement patient satisfaction surveys. Find out what your patients are thinking about your practice and become amenable to making changes when problems surface.
8. When anger surfaces. If a patient leaves in a "huff" make sure that patient is called by the office manager to find out why they're upset. A call from the physician, as well, can often help prevent a lawsuit later.
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