ENGAGING PHYSICIANS MAKING IMPROVEMENTS IN PATIENT EXPERIENCE February 18, 2009 PHYSICIANS MEDICAL GROUP OF SANTA CRUZ Nancy Greenstreet, MD Medical Director Linda Muhoberac Quality Improvement. DOCTOR PATIENT COMMUNICATION. Teach principles of Agenda Setting
ENGAGING PHYSICIANS MAKING IMPROVEMENTS IN PATIENT EXPERIENCEFebruary 18, 2009 PHYSICIANS MEDICAL GROUP OF SANTA CRUZNancy Greenstreet, MDMedical DirectorLinda MuhoberacQuality Improvement
PMG is involved in a state wide collaborative and we are learning about some interesting things that can make a PCPs life easier. One of them is Agenda Setting. It is so cool. It’s a way of structuring the office visit so the patient and the doctor feel they accomplished something. Basically, most doctor visits are a doctor-centered visit, a patient- centered visit or a patient-centered visit with agenda setting. A patient centered visit with agenda setting is more like a partnership, rather than the patient or the doctor running the show. (tone of collaboration)
Not enough PCPs could attend because of family issues (be flexible)
PMG opened the workshops to specialists as well.
Emailed and mailed invitations
Phone call follow-ups to non-responders
CME credit and $200 honorarium
Keep in mind each person’s comments as to what first step they would take
3NA (third next available appointment)
Open Slots/Fill Times
PMG and the California Quality Collaborative are sponsoring a workshop with 4.0 CME creditsANDa $200 honorarium for each physician who attends.
Topic: Doctor/Patient CommunicationWhere: PMG Offices, 5200 Soquel Avenue, Suite 103When: Saturday, June 14, 9am-1pm (food provided)Register TodayThe number of attendees will be limited to make sure all your questions are answered. To save your seat, register with Nancy Greenstreet, MD, PMG Medical Director, via email [email protected] by June 9, 2008.
About the PresenterOver the last 25 years, Dr. Dan O'Connell has worked as an educator, consultant, clinician, department chair and executive director in medical, behavioral health and educational settings. Dr. O'Connell teaches in the Residency Programs at the University of Washington School of Medicine and maintains a coaching and consulting practice.
Discuss and use 4 components of good patient communication:
Engage, Empathize, Educate, Enlist
Happy Patients, Happy Doctors.
Nancy Greenstreet, MD Medical DirectorPhysicians Medical Group of Santa Cruz CountyT: (831) 465-7819E: [email protected]
“The (Dan O’Connell) workshop was wonderful. I have used it daily and it
seems to work really well with most of my patients. Agenda setting works! It
can be a challenge at times with those patients who like to talk, but not any
more challenging than the prior interactions. What I have found is that I have
to let go of my own Agenda unless ample time. This helps me feel less
rushed/anxious/etc. I am Working on Embracing the Chaos!”
“I have definitely used the agenda setting with many of my patients. At first I
found it much harder than I thought it would be. It disrupts the normal
conversation flow of the encounter- which I like to use to help people feel
comfortable. The agenda setting makes me feel like I'm being abrupt, cutting
them off. But it's getting smoother. People are at first taken aback by my new
approach, but I explain it helps me make sure I don't miss anything they want
to talk about. So when they come up with ‘just one more thing....’ I feel better
about postponing the issue to another visit.”
“I've tried agenda setting with nearly all my patients. It seems to be good to
learn their expectations up front. I certainly don't have the finesse that Dan
possessed, but practice makes perfect. I've had less practice with the
question/pause technique. As a young doc, I still talk more than listen
(knowledge/ego/insecurity talks, -- wisdom listens).”
“Dan O’Connell also helped me realize I talk too much. I need to give a brief
answer and shut up while they process it. And I need to accept that I can't
review all major issues at every visit. I have to trust that if they don't tell me
about it, it's probably not acting up. I found that seminar incredibly helpful.”
“I am trying agenda setting with all new patients and now on day four it is
becoming easier and more rote and I don’t feel like I am reading a script.
PSH (psychosocial history) I have been doing for some time now and
patients really feel you do connect with them when you can remember a
nonmedical fact about their last visit. ”