When was the last time you had a difficult conversation?
When was the last time you had a “difficult” conversation with a patient or client? What was the topic or issue that led to the conversation? How did you handle it? What was the result? Being a clinician myself, and spending much of my clinical work in the VA health system, I’ve had my fair share of “difficult” conversations with disgruntled patients. Most often then not, much of the anger or frustration expressed by these patients stemmed from differing or unrealistic expectations. I’ve written and spoken about this a lot recently, but it bears restating: if you don’t address client expectations at the outset of a course of treatment, you risk the client becoming dissatisfied, unhappy, disengaged, and possibly even angry with the experience they have in your clinic. Managing patient expectations should be a top priority.
So, this week, I’m sharing the audio recording of a webinar I hosted in September 2021. You can find the video of the webinar here. I was wrapping up the manuscript for my book, which the publisher tells me will be available in the fall of 2022, and ended up spending a chunk of time discussing the importance of having difficult conversations with patients and clients, and how that can improve clinical outcomes and patient engagement & experience.
What we cover in this Episode:
- The importance of speaking your mind in the patient relationship
- The importance of interpersonal communication skills in developing therapeutic rapport
- The importance of Leading Patient Engagements
- The importance of communication & understanding the intended audience when addressing expectations
- Using a patient-centered approach to approach expectation management
- How to achieve Better Outcomes by having those difficult conversations with patients and clients
Connect with Rafi
If you enjoyed this episode: Join Rafael E. Salazar II, MHS, OTR/L (Rafi), principal of Rehab U Practice Solutions and host of The Better Outcomes Show as he explores the possibilities of a new healthcare. Guests range from clinicians trying new techniques and treatments to executives and entrepreneurs exploring new service delivery methods, business models, and organizational structures. You can sign-up to receive new episodes delivered directly to your inbox by filling out the form at the top of this page. Learn more about Rehab U Practice Solutions by reading The Manifesto for a New Healthcare, or listen to Episode 000.
Are You Ready to Take Your Organization to the Next Level?
If you run a clinic or practice and are looking to develop a strategy that leverages best practices, new technology, and marketing/messaging in a way that maximizes patient engagement & retention, please reach out. We’d love to talk with you about how Rehab U Practice Solutions can help your clinic bring in more patients, retain them throughout their course of care, and create uniquely impactful patient experiences.
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Work With Us
If you’re ready to craft a strategy to help your organization bring in more clients, retain them throughout their course of care, and create uniquely impactful patient experiences, then reach out. We’d love to talk with you about how Rehab U Practice Solutions can help.
What we can help you do:
✅ Train your staff and clinicians to be able to confidently communicate the value your organization provides…
✅ Leverage best practices, new technology, telehealth, and marketing/messaging to maximize patient engagement & retention…
✅ Develop a system that keeps patients & clients happy, engaged, and satisfied throughout the entire process of care…
We help you not only craft marketing messages & campaigns that build that know, like, & trust value you need to convert leads into scheduled clients; but we also work with your clinicians and staff to make sure that, once a patient decides to schedule an appointment, you have a system setup that keeps them happy, engaged, and satisfied throughout the onboarding, treatment, and discharge process.
In short, we help your whole organization become focused on the most important thing in healthcare: people – the people who work for your organization, and the people who your organization treats and serves.