As a marketing and communications experts, I'm always intrigued by the communications aspect of the health system. Other than the obligatory patient information form, the only constant in most doctor visits has been a receptionist handing me the HIPAA Privacy Form.
My wife and I recently traveled to Columbia, Missouri to see a heart specialist at the University Medical Center on the University of Missouri campus. It had been determined that my wife needed a cardiac ablation and this particular specialist was one of the pioneers in the procedure. The courtesy, professionalism and caring attitude of the specialist and his staff were comforting to both of us. Everyone took whatever time was necessary to explain the process, answer questions and calm fears.
But this article is not about the procedure; it did go well and my wife is doing fine.
I was particularly interested in a Patient Information Folder that was presented to us upon our arrival (along with the standard Patient Information Form).
The loose-leaf folder contained the following information:
1. Complete contact information for the doctor and pertinent staff.
2. A list of providers for continuing health care needs, from home nursing and therapy to medical equipment rental, rehabilitation hospitals and long term care facilities.
3. A checklist for being discharged from the hospital after the procedure.
4. A Patient Bill of Rights
5. An article containing information that a patient should know about pain and its treatment, including the side effects of pain medication.
6. Financial information for patients and families in regard to private insurance, Medicaid,Medicare, Social Security and personal financial arrangements.
7. A flyer depicting National Patient Safety Goals.
8. A brochure on Three Things You Can Do to Prevent Infection.
9. A brochure advising patients to speak up and become involved in their health care.
10. An Ethics Consult Services brochure, detailing informed choices for patients.
11. A Patient Billing Guide brochure that fully explains the entire billing, insurance and collection processes.
12. A vendor brochure from Sinclair Home Care.
13. An Advance Health Care Directives explanation.
14. A complete Directory of Services for the University Medical Center & Hospital.
15. A form requesting the patient's opinion of their experience. (Unlike typical surveys, this is one based on the patient actually writing their thoughts, complaints, concerns and suggestions.) The patient can also request a personal reply.
In this writer's humble opinion, every healthcare provider should compile and distribute a similar folder to their patients detailing critical information. This can be the first step in establishing an open line of communication that can minimize complaints, omissions and sometimes claims.
Jack Burke is the author of Creating Customer Connections, Relationship Aspect Marketing, Best of Class and Get What You Want.
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