Five spine surgeons discuss the practices they employ to engage patient and improve experience.
Ask Spine Surgeons is a weekly series of questions posed to spine surgeons around the country about clinical, business and policy issues affecting spine care. We invite all spine surgeon and specialist responses.
Next week's question: What are the most pressing non-patient issues facing spine surgeons today?
Please send responses to Anuja Vaidya at avaidya@beckershealthcare.com by Wednesday, Sept. 27, at 5 p.m. CST.
Question: What are some patient engagement strategies employed at your practice?
Brian R. Gantwerker, MD. Founder of the Craniospinal Center of Los Angeles: There are simple things that we do such as greet patients as they come in. Never, ever ignore someone when they arrive. Employees should be instructed to engage with them, even if just to say hello.
Have your patient studies ready to go when you go in the room. When they are relating their history, look at them in the eye. Repeat details of their history back to them. Imagine you are back at the boards, and have to justify your thought process and decision making. So, at the end of the interview tell the patient why you are recommending something and what they could expect if they follow your advice. Also be honest, never over-inflate your opinions of yourself or your outcomes.
Vladimir Sinkov, MD. Spine Surgeon at New Hampshire Orthopaedic Center (Nashua): Even as my practice matures, I continue engaging with patients and referring providers face-to-face by giving talks and organizing meet-and-greet events. There is no better way to present yourself as a competent and approachable surgeon than in-person. We are also using social media resources and e-mail marketing.
Michael S. Hisey, MD. Spine Surgeon at Texas Back Institute (Plano): Interactive pre-procedure education.
Kern Singh, MD. Co-Director of Minimally Invasive Spine Institute at Midwest Orthopaedics at Rush (Chicago): A recommended guideline is to actively listen and validate all of your patient's concerns. Providing the patient with an understanding of their condition, possible causes and the methodology of different treatments earns their trust. Treating the patient with respect and addressing their concerns helps avoid mistakes and ultimately leads to the most effective treatment plan.
Isador H Lieberman, MD. Spine Surgeon at Texas Back Institute (Plano): Stretch for Scoliosis, an event to raise awareness about scoliosis and teach basic stretching and core strengthening exercises. It includes exercise demos or pilates demos every 30 minutes along with educational materials, which are handed out. A description of each exercise is also handed out.