Studies have shown that the quality of the initial "medical interview"...the conversation between physician and patient...can determine the level of satisfaction experienced by patients. Last week in Chicago, medical experts gathered to hear a conference sponsored by the American Academy of Physicians and Patients...to discuss this very topic.
The interview model that has gotten the most attention in the medical community was created by Kaiser Permanente. It is known as the "Four Habits" model, and is intended to set the interview techniques that doctors can use, and also provides a road-map for patients alike.
On average, a physician conducts 120,000-160,000 interviews over the course of their career. Even modest improvements in their interviewing skills can have a significant impact upon treatment, outcomes, and the cost of care. If physicians get it wrong from the outset, there is likely to be premature testing and the submergence of the hidden concerns of the patient.
Here is a summary of the "Four Habits" Kaiser Permanente model:
- Invest in the Beginning. Create rapport quickly. Elicit the patient's concerns. Let the patient know what to expect.
- Get the Patient's Perspective. Ask for patient's ideas. Determine patient's specific request of goal. Explore the impact on the patient's life.
- Demonstrate Empathy. Be open to the patient's emotions. Make empathetic statements. Convey empathy non-verbally.
- Invest in the End. Deliver diagnosis in terms of original concern. Explain rationale for tests and treatments. Summarize visit and review next steps.
Here's a bonus thought. For financial advisors who have physicians as prospects or clients, during your next meeting ask them if they mind if YOU follow the Kaiser Permanente Four Habits interview model.
See what reaction you get.
Mean I just read through the entire article of yours and it was quite good but since I'm more of a visual learner,I found that to be more helpful.
Posted by: Onitsuka Tiger | December 20, 2011 at 12:56 AM