Improving Communication With Your Patient

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Improving Communication With Your Patient

• Get Better Compliance and Outcomes

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COMMUNICATION IS ACTIVE AND DYNAMIC

• PATIENT EXPECTATIONS
• CARING
• CONVENIENCE
• GET EDUCATION
• LISTEN
• PRECONCEIVED IDEA OF PT
• COST EFFECTIVE

• PROVIDER EXPECTATIONS
• COMPLIANT
• ATTENDENCE
• ENGAGED
• HEP
• MAKE PROGRESS

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COMMUNICATION OUTCOMES

• SETTING UP EXPECTATIONS FOR PATIENT AND PROVIDER
  NEEDS A COMMUNICATION TOOL
• FOTO PATIENT SPECIFIC REPORT
• MY USE EXAMPLE-GIVES YOU A GOOD IDEA OF THE
  PATENT FUNCTION PRIOR TO MEETING
• ALLOWS PATIENT AND PT A COMMON LANGUAGE FOR
  UNDERSTANDING
• BASIS FOR SETTING GOALS
• ALERTS PT TO FUNCTIONAL INCONSISTENCIES

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PATIENT CONFIDENCE OR SELF-EFFICACY

• IS THE PATIENTS BELIEF THAT HE CAN PERFORM A
  SPECIFIC TASK IN THE FUTURE- BASED ON HIS
  PRECONCEIVED NOTION OF ABILITIES
• THIS SE CAN BE ALTERED AND IS DIRECTLY CORRELATED
  TO CHANGE IN FUNCTION- NEEDS TO BE MANAGED TO
  IMPROVE OUTCOMES
• SUCCESSFUL PT INFLUENCES THIS
• ACTIVE VS PASSIVE PT
• FUNCTIONAL PRACTICE OF RX GOAL

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APPLICATION OF COMMUNICATION AND COACHING

• AT INITIAL VISIT
• USE PATIENT PREDICTOR REPORT TO SET EXPECTATION
  FOR COMPLIANCE
• USE THE PAIN AND HISTORY SURVEYS TO GUIDE AND
  CONTROL PATIENT INTERVIEW
• USE PREDICTOR REPORT TO SET GOALS WITH THE PATIENT

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COMMUNICATION AND COACHING CONTINUED

• USE THE FUNCTIONAL QUESTIONS FOR UNEXPECTED
  PATIENT SELF-EFFICACY ISSUES
• CONFIDENCE ISSUES CAN BE LEARNED RESPONSES TO
  PAIN OR FAILURE IN THE PAST
• MOST OFTEN IN THE CHRONIC PAIN PATIENT
• MAY ACCOUNT FOR SYMPTOM MAGNIFICATION LABEL
• ALERTS PT TO ADJUST APPROACH FOR SUCCESS

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PATIENT HISTORY
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PATIENT INTAKE REPORT P. 1
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PATIENT INTAKE REPORT P. 2
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COMMUNICATION AND COACHING CONT.

• AT END OF VISIT
• REVIEW FUNCTIONAL CHANGE-HELPS PATIENT RESET
  EXPECTATIONS
• TO REDUCE NS/CANCELLATION RATE- TELL PATIENT WHAT
  TO EXPECT AT NEXT VISIT-IMPORTANCE OF KEEPING
  APPOINTMENTS
• IF PATIENT GOING TO DR- PROMPT PATIENT ABOUT WHAT
  TO SAY ABOUT RX AND PROGRESS
• MOST IMPORTANT!!! ASK THE PATIENT TO TELL OTHERS
  ABOUT OUR SERVICES

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AT EACH VISIT

• REVIEW PROGRESS TO DATE
• CAN USE PATIENT STATUS REPORT
• INFORM PATIENT WHAT YOU ARE GOING TO DO AND WHY
• CONSTENTLY ENCOURAGE FUNCTION GAIN IN CLINIC AND
  HOME/WORK-SE MANAGEMNET
• AT END OF VISIT, REVIEW PROGRESS IN CONCRETE
  TERMS, IE ROM, STRENGTH, ETC., AS WELL AS
  EXPLANATION OF RX

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MANAGEMEMENT OF PATIENT NS/C RATE

• LET PATIENT KNOW YOUR TIME IS VALUABLE
• BY INFORMING PATIENT OF FUNCTIONAL CHANGE THEY
  SEE VALUE IN COMING TO RX
• IF PATIENT GIVES YOU A COMPLIMENT ACCEPT IT AND
  ENCOURAGE THEM TO REPEAT IT

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STATUS REPORTS

• WHEN TO DO?
• SPECIFIED INTERVIALS DURING RX
• WHEN PATIENT RETURNS TO DR.
• TO EMPHASIZE FUNCTIONAL GAINS TO PATIENT OR PAYER
  OR REFERRAL SOURCE
• WHEN YOU THINK THAT THE PATIENT MAY NOT COME BACK

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AS AN ADDITION TO THE NOTE TO DR

• CIRCLE THE FUNCTIONAL CHANGE SCORES
• CIRCLE PATIENT SATISFACTION
• REVIEW THE CHANGE IN FUNCTIONAL QUESTIONS AND
  ANSWERS COMPARED TO THE INITIAL REPORT

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PATIENT STATUS REPORT P.1
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PATIENT STATUS REPORT P.2
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THE VALUE EQUATION

• WHAT YOU VALUE, SO DO THE PEOPLE YOU TOUCH
• THE PATIENT WILL RESPOND BY WILLINGLY PROVIDING
  DATA-IF YOU USE WHAT THEY GAVE YOU
• PATIENT WILL RESPOND WITH INCREASED PERFORMANCE
• WILL TELL OTHERS ABOUT YOUR VALUES

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At Discharge

• REVIEW FUNCTIONAL CHANGE IN CONCRETE FUNCTIONAL
  DIFFERENCES
• IMPROVED ROM
• IMPROVED WALKING DISTANCES
• PAIN CHANGE
• RETURN TO LIFESTYLE ACTIVITIES

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AT DISCHARGE

• USE THE PATIENT SPECIFIC STATUS REPORT AS PART OF
  THE DISCHARGE NOTE TO DR, CASE MANAGER, PAYER OR
  EMPLOYER.
• USE FOTO DISCHARGE REPORT FOR INTERNAL CASE
  MANAGEMENT AND QA

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SUMMARY

• SET EXPECTATIONS
• USE COMMUNICATION TOOL- FOTO
• EDUCATE AND INFORM
• VALUE WHAT YOU DO
• PROVIDE CARING-COMPETENT SERVICE
• MAKE RX FUJNCTIONALLY BASED