Compliance

Avoid confusion by ensuring patient understanding

Focus on the patient by providing adequate expectations and actively listening to concerns.

BY C. JOLYNN COOK, RN, COE, CASC

I recently received a call from a frustrated patient who complained that she could not see. Of course, many factors potentially caused this, but she was unsatisfied in particular because she felt that her questions about her vision were not answered to her satisfaction during a previous visit. The reason: She felt that our clinical team did not provide her adequate time.

As a nurse and a practice administrator, nothing is more important to me serving each of our patients’ needs. Despite this goal, we sometimes fall short when the patient leaves the practice with unanswered questions or misunderstandings.

Don’t assume

The need for education and explanation varies from patient to patient. Although the work up may change minimally for the caregiver, including technician, nurse, or physician, it is likely a new experience for the patient, which can be easy to forget after many years working in the field.

Caregivers can become complacent with providing patient education. We suspect that patients understand our seemingly efficient efforts to communicate. However, I talk to patients who are often unclear or confused by information that our clinical team typical presents to patients multiple times each day.

When patients present in the exam room, look at them, focus on what they say, and repeat the information back to them.

Listen and explain

To stay attentive to patient needs at each encounter, we must develop the ability to focus our attention, which requires the disciplined practice of good listening skills. When patients present in the exam room, it is vital to look at them and focus on what they say. Then, repeat this information back to the patients. This enables the caregiver to actively listen to what patients say while increasing the likelihood of accurate documentation of their complaints. Also, it is our duty as healthcare professionals to ensure that the patient understands what is happening. Taking the time to adequately provide explanations and educational materials to patients helps them to better understand the importance of the necessary procedure/surgery while contributing vital informed consent information for the patient’s medical record.

Prior to performing each step of the exam, give a brief explanation and the reasons for the procedure. Reading handout material may not be effective, so it’s important to ask patients to repeat the information back to you, such as drop or pre-operative instructions, to confirm that they understand.

Time well spent

Providing patient education and simplifying explanations of procedures alleviates fear and lessens the risk of patients becoming upset or even angry at the practice. The more informed, the easier it is to avoid patient misunderstandings and miscommunication. This may add a few minutes to the patient exam — time that is particularly vital on hectic days with the next patient waiting. However, thoughtful listening and thorough procedure explanations help prevent mind-racing thoughts on what is happening next, which can distract caregivers while they enter information into the EMR.

Meeting the needs of each patient requires diligence and engagement by the entire team to ensure that the patients understand their eyecare problems. When these goals are achieved, everyone wins. OP

Ms. Cook is the administrator of the Laurel Eye Clinic and the Laurel Laser & Surgery Centers. A Certified Ophthalmic Executive and Certified Administrator Surgery Center, she is a registered nurse and also has a degree in Health Care Administration.