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Clinician Experience Project
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Stories and Insights from Our Community
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No Good No Shows
Q: As a Medical Director of a primary care clinic, I am concerned that we are not adequately addressing what seems to be a growing problem of patients not showing up for their appointments. I...
The Patient Experience: Must It Be This Hard?
Q: As our group’s Medical Director, I am constantly having to talk with colleagues about patient satisfaction data and how to improve the patient experience. While we don’t agree on the...
Referrals That Don't Disrupt Your Day
Q: As a sub-specialist, I have seen deterioration in the communication of consult requests over the past few years. Some of this may be due, in part, to the use of the EMR, where you can just...
I’d Hate To Be His Patient
I don’t know about you, but I’m up to my eyeballs in “patient experience” focus, metrics and nomenclature. Of course, we all get it and are committed to taking great care of our patients, but,...
Toppling Healthcare's Top-Down Mindset
The changes to healthcare—not just in policy, regulation, and payment but also the tectonic shifts in how physicians define, evaluate, report and are paid for care—can make us all feel like we’re...
Am I Coachable? Four Self Reflections
Q: I’ve been an orthopedic surgeon for over 20 years. Our group has recently began a physician coaching program. I’m getting some peer pressure to participate and I am not sure if this “old dog”...
What Doctors Don’t Ask
“How are you feeling?” It’s a question we frequently ask patients – on rounds, in the clinic, post-operatively – and with all good intentions and gentility. But, do we ever stop to think: what is...
"When we are no longer able to change a situation, we are challenged to change ourselves.” — Victor Frankl Phil Yphantides, MD, or “Dr. Phil” as patients often call him, shows us just how potent...
Learning As We Go
"We have to know what we're doing, but also care about what we are doing.” — Christopher Rokes, MD For this Pediatric Hematologist/Oncologist, a physician’s technical skills matter greatly. But...
Eliminating Conversation Clutter
Q: We’re a busy internal medicine group. Some of our physicians see far fewer patients and it’s beginning to cause challenges among partners. They attribute lower numbers to the complexity of the...
Want to Engage Your Patients? Begin With Acknowledgment
"In dealing with patients, a simple acknowledgment of their effort goes a long way towards building partnership and trust."— Helane Fronek MD, FACP, FACPh The increased chatter we’re all hearing...
Time Waster or Time Saver?
Q: “Yesterday, I read an article by a fellow physician suggesting that many of us are not as empathetic with patients as we should be. I don't mean to dismiss the idea entirely, but during most...
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