VIDEO: Manage patient relationships by following the Golden Rule

Key takeaways:

• Patients have concerns and need to feel that they are heard.
• Providers should treat patients as they would want to be treated themselves.
• Managing expectations prevents frustration and complaints.

PARK CITY, Utah — Providers need to manage patient relationships to prevent poor outcomes for everyone, according to an Association of PAs in Allergy, Asthma and Immunology Annual Allergy, Asthma & Immunology CME Conference presentation.

Patients often bring lots of concerns to the office during their appointments, Kim Stanger, JD, a partner with Holland & Hart LLP, told Healio.

“It’s really important for those health care providers to manage expectations, to make sure they’re clear, the patient understands what the potential risks are,” Stanger said. “If you can manage those expectations, you can avoid frustration, which leads to patient complaints.”

When patients do complain, Stanger continued, providers should follow the Golden Rule.

“Treat them as you would want to be treated. Make sure the patient understands that they are heard, that you understand what their concerns are, and that you’re taking appropriate steps,” he said.

Stanger acknowledged that this may be difficult.

“But those opportunities to listen to the patient really do help you learn, and maybe improve your practice,” he said, adding that it “also allows you to avoid complaints down the road that can create significant problems for practices.”