To some spine surgeons, a good beside manner comes naturally. However, there are certain tips that can help one improve the patient's experience.
1. When they walk into a room, the first thing that the surgeon should do is to introduce themselves with a smile and shake the patient's hand. I like to start with some small talk — who referred them, if it was a patient of mine, etc., to relax the patient.
2. The surgeon should sit down and let the patient tell them what is wrong, regardless of if they work with a PA or fellow. It is very important that you maintain eye contact with the patient during this time. Do not look at your smart phone and excuse yourself from the room if you have a message that has to be answered.
The worst things that I hear about other physicians are that "the surgeon walked in, said that I needed to have surgery and then walked out without examining me, sending in his surgery scheduler." To me, that is not good medical care, nor is it the type of medicine that I think that anyone, physician or patients, really wants.
3. If I am running behind in clinic, after introducing myself, I always apologize for making them wait. The patient's time is just as important as yours. Again, patients like to see that you have humility and compassion.
4. Even though, your medical extender may have done a complete examination, I always go through a few things just for the "touch connection" of the physician with the patient.
5. Whether you use electronic medical records or a Dictaphone, it is extremely important that your back is never to the patient. In my practice, for example, I do not chart my patient's EMR while in the exam room for that reason alone. When I used to dictate, I would explain to the patient that I am dictating in front of them, while maintaining eye contact, so that I could reinforce the things we had discussed.
6. At the very end of the visit, I always explain to the patient what I think is wrong in simple layman terms and what I recommend to get them better. I then always ask them if they understand and, lastly, if they have any questions.
7. The very last thing that one should do is either shake the patient's hand or put your arm around them and tell them how nice it was to meet them and that you are going to do your best to get them better. I do the same thing even if it is a patient I can't help by saying, "You are a really nice person and I wish I could help you, but unfortunately I, personally, cannot."
I will give them suggestions as to where else to seek help. The main thing is to show the patient that you are sincere and compassionate.
8. Even though you might have many things running through your mind, or worrying about a patient issue, you have to be able to compartmentalize while you are in that room and give the patient your undivided attention.