Can body language make a difference in spine practices? Patient satisfaction is about more than positive outcomes and if surgeons don't have good interpersonal skills patients may not feel satisfied with their visit. A common complaint among patients is that surgeons seem unapproachable or that they didn't explain things well. It's always been important for surgeons to connect with their patients, but now as patient satisfaction scores and compensation depend more on patient experience, it's crucial to establish a positive connection.
"Communicating clearly and thoroughly with patients has numerous proven advantages," said Terry Canale, MD, an orthopedic surgeon with Campbell Clinic in Germantown, Tenn., in a Spine-health blog post. He recommends focusing on engagement, empathy education and enlistment to improve patient care. He cites research showing orthopedic surgeons interrupt patients after 19 seconds typically, but when surgeons let patients talk until they are finished, they usually spend two minutes talking.
Peter Althausen, MD, an orthopedic surgeon at Reno Orthopaedic Clinic and chairman of the board of directors of The Orthopaedic Implant Company says his group has established a code of conduct to make sure patients are treated appropriately. Surgeons introduce themselves when entering the room and smile at the patients. They don't cross their arms during conversations and have developed a method of explaining procedures to patients so they understand every step of their care process.
According to a Physicians Practice article, 55 percent of communication comes from body language, compared with 7 percent from the words said. The article recommends mirroring patients to help them feel at ease; if the patient talks with their hands, do the same. Others may not move at all. Mirroring the patient shows them you're focused on what they say, according to the article.
Karen Leland, author of Customer Service In An Instant and a patient relations consultant for Sterling Marketing Group, said that eye contact is among the most powerful — yet underutilized — body language techniques in an article for Healthcare Professionals Network. She recommends surgeons provide non-verbal cues when they are unable to make eye contact with the patient — such as when they are writing in the patient's chart — by nodding their head. She also recommends surgeons face their patients with their entire body.
Peter Millett, MD, an orthopedic sports medicine physician from The Steadman Clinic in Vail, Colo., stresses the importance of establishing a connection with patients to take the patient satisfaction up to the next level.
"Make sure if you're sitting down with a patient, you make good eye contact and listen to their story. Even if you know what their diagnosis is, give the patient enough time to tell you their side of the story and recognize that they're scared when they're coming to see you and anxious because they don't know what the future holds. It's important to provide that reassurance," Dr. Millett said in a Becker's Spine Review report.
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