The Human Side of Health Care | Practicing DPMs

SOFT SKILLS in Health-Care Management

This collection of APMA News Brief stories is designed to complement APMA’s other practice resources with information about emotional intelligence, interpersonal communication, and other “soft skills” critical to their success.

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Communication

Two in Five Americans Don't Understand Common Health Insurance Terminology
Health-care literacy remains relatively low in the United States, according to new data.
Seven Exit Interview Questions You Have to Ask
Exit interviews with departing staff can be a good source of information to help improve one's practice.
Messy Moments: That's Not the Way We Do Things Here
How one addresses problems with staff can go a long way in improving staff morale.
How Do You Deal with Negative Reviews?
Consistently monitoring reviews is an important part of maintaining a positive social media presence.
Why Medical Practices Need a Mass Communication Plan
In a crisis, a medical practice’s individualized approach to communication is destined to fail.
Better Patient Engagement
Digital tools related to check in and scheduling can aid with patient engagement.
Seven Communication Sins Every Practice Should Avoid
Common communication errors include not being specific and failing to give focused attention.
How to Become a Better Communicator and Negotiator in 2022
Active listening and being present are among skills that can help one be a better communicator.
Patients Doing More of Their Own Research Online, Often Leaving Doctor's Office with Questions
According to a new study, a significant percentage of patients leave their appointment with a physician without a full understanding of what they've been told.
Using Patient Satisfaction Surveys for Practice Improvement
Surveying patients at the point of care can yield useful information to help practices improve.
Telehealth: How to Bring Warmth to Your Virtual Care Visits
Tips for better virtual communication include expressing empathy and making sure patients understand what you've shared with them.
Patients Are Just as Satisfied with Virtual Visits, Cleveland Clinic Study Finds
Patient satisfaction with telehealth visits is comparable to that of in-person visits, according to a new study.
Patients Want Different Communication Options
New research suggests that patients are interested in increased communication with their physician, especially digitally.
Five Etiquette Tips for Physicians and Staff
Common etiquette mistakes when dealing with patients include omitting a friendly greeting and not projecting a professional appearance.
How Physicians Can Improve Their Telehealth Technique
Tips for improving telehealth communication include finding a quiet area for the call and making eye contact.
Creating a Personalized Experience for Patients
To create a more personalized experience for patients, it's important to go beyond examining clinical data.
Tips to Make Your Patients Smile
Tips for improving patient satisfaction include not keeping patients waiting and demonstrating that you're prepared.
How to Make a Great First Impression at Your Practice
A good first impression begins before the patient even steps foot in the office.
Is Your Patient Experience on the Rocks? These Practices Might Be to Blame
Personalizing communications with patients is among the recommendations for physician practices looking to improve their patient experience.
Seven Tips for Clear Patient Communication
Speaking slowly and plainly and using the teach-back method are among the tips for fostering better communication with patients.
Improve Your Patient Experience with These Five Steps
Making a good initial impression and emphasizing ease of access are among the tips for improving patients' experience with your practice.
Nine Ways to Improve Your Patient Communications
Communicating effectively with patients leads to a wide range of benefits for patients and practices alike, and improving one's communication skills doesn't have to be difficult.
Improving Health-Care Literacy Could Save Billions, Improve Outcomes
New research suggests that increasing health literacy, especially among older patients, could result in significant improvements in outcomes and cost savings.
Getting Paid Begins with Patient Engagement
Effective patient engagement can result in patients being more willing to pay their bills.
Survey: Patients Want More Guidance From Physicians on Self-Care
In a recent poll, 72 percent of patients expressed interest in hearing more about self-care from their physician.
Five Steps to Better Patient Engagement and No More No-Shows
The way appointment reminders are sent and the state of a practice’s waiting room are among the factors that can affect whether patients come back.
Practical Tips, Pearls Help Ease Patients’ Financial Burdens
Physicians should be able and willing to discuss finances with their patients, as many patients are struggling to pay for needed medication, according to one physician.
Financial Transparency: The Key to Patient Satisfaction
Patient satisfaction depends not only on clinical outcomes but also on the quality of the patient's financial experience with a practice.
Doctors Can Learn Professional Skills from Non-Physicians
Skills physicians can learn from non-physicians include teamwork and professional communication.
Working Through Physician Partnership Issues
Resolving disputes with a practice partner effectively can help to reduce any potential negative effects on daily operations.

Empathy

Creating Diverse Teams Takes Work but Is Worth the Effort
Building relationships with staff is an important part of creating an inclusive team, experts say.
Nine Tips for Collecting Patient Balances
Finding ways to make it easier for patients to fulfill their payment obligations and considering approaches to upfront collections are among the tips for improving collections.
Messy Moments: That's Not the Way We Do Things Here
How one addresses problems with staff can go a long way in improving staff morale.
Why You Should Stress Empathy and Gratitude in Your Practice
A lack of gratitude and empathy are tied to staff or management not feeling properly appreciated or respected by the people they report to or work with.
One in Three Patients Will Switch Providers After a Bad Experience, Accenture Finds
According to a new survey, patients who had a negative experience with a health-care provider were more likely to avoid seeking necessary care in the future.
Empathy: The Most Critical Skill in Medicine
Three physicians discuss empathy in health-care in this MedPage podcast.
Displaying Empathy and Enthusiasm in Your Practice
Communicating empathy and enthusiasm effectively can lead to improved patient satisfaction with your practice.
How Physicians Can Humanize Virtual Care
Virtual care doesn't have to just mean telehealth, according to one expert.
Study: Surgeons with Clear Masks Received Higher Ratings
Patients reported better communication when surgeons wore a clear mask, suggesting that the ability to see a doctor's face during interactions is more important than medical professionals once thought.
Supporting Staff During COVID-19: HR Tips and Strategies
Tips for meeting the needs of one's physician office staff including taking a fresh look at benefits and remaining flexible.
Patients May Require Different Types of Post-Pandemic Reassurances Before Seeking Care
Different types of patients may respond to different types of encouragement to re-connect with their health-care provider.

Leadership

Creating Diverse Teams Takes Work but Is Worth the Effort
Building relationships with staff is an important part of creating an inclusive team, experts say.
Attracting Staff During the Great Resignation
Effective hiring and retention strategies can help practices reduce unwanted staff turnover.
Seven Exit Interview Questions You Have to Ask
Exit interviews with departing staff can be a good source of information to help improve one's practice.
Managing and Retaining Employees During Periods of Disruptive Change
Following the Great Resignation, human resource executives must rethink the distribution of their attention.
Is an MBA Right for You?
For some physicians, pursuing a business degree can lead to a number of benefits.
How Small Practices Become Large
Tips for growing a practice include planning for increased space and carefully approaching hiring decisions.
Three Solutions to Staff Turnover at Your Practice
Creative benefits and flexible work hours are among the steps practices can take to improve employee retention.
Four Questions Leaders Can Ask to Show Pandemic-Weary Doctors They Care
Asking physicians about what they're experiencing and what challenges they face can help physicians feel more valued.
Three Ways to Make Your Organization Proactive on Physician Burnout
Not treating burnout as inevitable and setting priorities are among the advice for addressing physician burnout at the organizational level.
Using Patient Satisfaction Surveys for Practice Improvement
Surveying patients at the point of care can yield useful information to help practices improve.
New Chief Physician Executive Shares Keys to Leadership Success
To be a successful leader, you must be willing to listen, be present, and be flexible, according to one physician executive.
Tensions Boiling Over? How to Calm Stressed Health-Care Colleagues
Keeping oneself calm and stepping in immediately can help to defuse a stressful situation.
An Investment in Your Employees Today Will Keep Your Practice Healthy for Years to Come
Recruiting high-quality staff and making efforts to retain current employees can pay dividends down the road.
Seven Ways to Give Back as a Physician
Mentoring a student and taking a larger role in one's professional association are among the ways physicians can help benefit others.
How to Decrease Wait Times and Increase Patient Satisfaction
Tips include letting patients know roughly how long their wait will be, providing updates, and keeping the waiting room stocked with interesting reading material.
Six Steps to Hiring Great Practice Staff
Clearly defining the requirements of the position is an important first step in the hiring process.
Ten Customer Service Habits for Your Practice
Making sure staff make a good first impression and showing appreciation to patients are among the tips for good customer service.
How to Promote Physician Well-Being During a Pandemic and Beyond
Effective leadership can have a positive impact on physician satisfaction.
What 600 Physicians Said About Trust in Health-Care Organization Leadership During Pandemic
While trust waned for some, a majority of physicians who responded to a recent survey reported trusting the leaders of their health-care organization.
The Best Ways to Take Charge
Establishing a clear plan is an important prerequisite for reaching personal and professional goals.
Staying Current in Clinical Practice
Attending conferences, teaching others, and participating in clinical trials are among the ways clinicians can stay up to date.
Emerging Physician Leaders: Go Beyond the MBA
Moving into executive leadership roles can be a difficult transition for some physicians.
Why Demand for Physician Leaders Is Growing
Opportunities continue to increase for physicians looking to explore leadership positions within health-care organizations.
Eliminating Staff Gossip at Your Practice
Implementing a policy against gossip can be difficult at first but, if done successfully, can lead to benefits for a practice.
Navigating Office Management During Crisis No Easy Task
Physician office leadership is more important than ever as practices cope with the challenges created by the COVID-19 pandemic.
Restore Physician Confidence by Applying Coaching Skills to Reviews
Changing the way annual reviews are conducted can have a positive effect on physician confidence.
Measurable Metrics to Review the Performance of Practice Staff
Potential measures of front desk staff performance include a percentage of up-front collections and number of patient complaints.
Duties to Delegate to Your Practice Administrator
Duties to consider delegating to a practice administrator include overseeing billing and managing staff.
Six Ways to Motivate Your Team for Free
Motivational activities don't have to be expensive; simple actions on a day-to-day basis can make a big difference in staff morale.
Five Ways to Show Appreciation for Support Staff
Keeping staff happy reduces turnover, but not all employee appreciation programs succeed in their intended goals.
Six Habits of Successful Physicians
In addition to passion for their chosen path and compassion for their patients, physicians also need to cultivate habits for a successful practice.
How to Teach Future Doctors About Pain in The Midst Of The Opioid Crisis
Some medical schools are revamping their approach to teaching students about the management of chronic pain.
Five Reasons Why Your Patient Retention Is Low
The way appointment reminders are sent and the state of a practice’s waiting room are among the factors that can affect whether patients come back.
Strength in Numbers: How Physicians Can Work Together and Thrive
Independent practice associations and clinically integrated networks are an option for independent practices that need some support.
Six Tips for Hiring the Right People for Your Practice
Advice for conducting successful job interviews with potential staff includes asking questions that make candidates think creatively and paying attention to the questions they ask.
How to Hire and Retain Clinical Staff
Tips for retaining staff include offering personalized benefits and opportunities for professional growth.
Communication Skills for Physician Leaders
Improving communication skills takes practice, but doing so can make physicians better leaders.
Engaging Physician Leaders Now Will Ensure Hospitals Can Face Future Crises
Preparing physicians for leadership roles now can help hospitals be better prepared in the future.
Five Ways to Better Manage Workplace Conflict
While some conflict may be inevitable from time to time, there are ways to make sure it doesn't get out of control.

Physician Well-Being

What's Behind Physician Burnout?
COVID-19 is not the only reason behind physician burnout, revealed by a survey.
Health Workers Know What Good Care Is; Pandemic Burnout Is Getting in the Way
Burnout among health-care workers can have a negative effect on patient care.
How Do You Create Your Ideal Practice? Fix Burnout's Root Causes
One approach for addressing burnout is to identify systemic root causes.
How to Promote Physician Well-Being During a Pandemic and Beyond
Effective leadership can have a positive impact on physician satisfaction.
Combating a Culture of Perpetual Burnout
Tips for resisting burnout include not comparing one's situation to others and setting boundaries in one's work life.
Penn State Leader on Physician Burnout: 'It's Time to Act'
A researcher with years of experience treating burnout symptoms in physicians is recommending a systematic approach to address the problem.
COVID-19 Pandemic Has Compounded Physician Burnout
Reducing administrative burdens and increasing flexibility in work hours can help in reducing physician burnout, some experts say.
Physician Wellness Post-Pandemic
Steps to improve personal wellness include interacting more with others in person and practicing mindfulness.
Half of Health Workers Report Burnout Amid COVID-19
A new survey of physicians and other health-care professionals revealed high rates stress and burnout.
Physician Wellness After COVID-19: Steps to Getting Back to Normalcy
It's important for physicians to address their own mental well-being as the nation approaches a post-pandemic future.
COVID-19 Is Exacerbating Physician Retention and Burnout
A majority of physicians who responded to a recent survey indicated that their employer did not have a physician retention program.
HHS Is Dedicating $103 Million from ARP to Address Workforce Burnout
The Department of Health and Human Services is devoting more than $100 million from the American Rescue Plan to promote workforce resilience in health-care.
A Physician's Guide to Balancing Work and Family
Tips for fostering greater work-life balance include coming up with a personal definition of balance and adjusting one's focus.
Practice Culture Could Hold the Key to Combating Physician Burnout, Study Finds
A new study found some commonalities among physician practices with low incidence of burnout.
Five Necessary Steps to Address Professional Burnout in Health-Care
Treating burnout effectively depends on addressing underlying issues, according to one expert.
Reducing Clinician Burnout by Getting Rid of the 'Stupid Stuff' in EHRs
Addressing inefficiencies in electronic health records could have a significant impact on physician satisfaction.

Time Management

Four Quick-Win Changes in the EHR Free Up Hours Weekly for Doctors
Tips to save time in dealing with electronic health records include streamlining the log-in and reducing the number of unnecessary notifications.
Tips for Meeting Increasing Care Demands
Tips to help you manage increasing care demands in your practice include developing better time management skills and maintaining an effective website.
Time Management Tips for Doctors
Effective prioritization of tasks can help physicians better manage their time.
Tips to Improve Physician Productivit
Among the tips for increasing productivity are limiting interruptions and minimizing variability in scheduling.
Five Ways Physicians Can Minimize Interruptions
Ways to cut down on interruptions include checking messages less often and not immediately responding to messages.
Optimized EHR Flowsheets Found to Reduce Clinician Burden, Burnout
A recent study has found that streamlining flowsheet functionality can help to reduce the burden of documentation for clinicians.
Improve Your Patient Experience with These Five Steps
Making a good initial impression and emphasizing ease of access are among the tips for improving patients' experience with your practice.

Disclaimer: Stories from sources other than APMA do not necessarily reflect APMA positions or policies. APMA does not endorse these stories. This content appeared first in APMA News Brief to enhance members' understanding of how media coverage shapes perceptions of podiatric medicine, and to educate members about what their patients, legislators, and other health-care professionals are seeing in the media.

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