March – Use the power of “thank you.” Patients have many choices for their health care. Part of creating a great experience for patients is making them feel special and appreciated. Therefore, physicians are encouraged to thank their patients often. It shows you appreciate them by simply saying: “Thank you for choosing Cooper” or “Thank you for your patience” or “Thanks for the opportunity to care for you.” See this article from Medical Economics regarding the “secret sauce” in patient experience: medicaleconomics.com
April – Take a seat. When feasible, it is suggested that the practitioner sit down with the patient and their family. Eye-level contact communications are received the best and will improve your patient’s comfort level.
May – The right words matter. Showing compassion with your words makes an impact. Try phrases such as “for your privacy” and “I am concerned” and “to prevent infection…”.