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General assessment
Published in Tracy Lapworth, Deborah Cook, Clinical Assessment, 2022
A general assessment is the start point for a physical examination; be logical, ensure your patient's safety, comfort and dignity. Be sensitive to cultural issues and aware that in the BAME population, anomalies may not be as easily visible. This part of the examination develops your rapport with the patient and introduces the element of touch, so it is important to make a good first impression.
“How do I look?”
Published in Alan Bleakley, Educating Doctors’ Senses Through the Medical Humanities, 2020
The components of doctors’ self-presentation, such as expression, mimicry and camouflage, are managed within relatively strict codes of professional conduct such as dress code. Much as common sense tells you that ‘first impressions’ can be wrong and that getting to know somebody takes time, how a doctor appears on first meeting with a patient matters – a raft of psychological research suggests that first impressions stick, and that such impressions are made within minutes of meeting somebody (Woodward 2017). Such research also shows that if you meet somebody who makes a favourable impression upon you, you are likely to reciprocate by acting warmly towards that person. Further, doctors do not necessarily act rationally in the same way towards similar patients but – for example, in the number of tests ordered – also allow ‘gut feelings’ to shape clinical judgements (Trafton 2018).
Customer service strategies
Published in Ellen J. Belzer, Skills Training in Communication and Related Topics Part 2, 2018
DEBRIEFING:With the great demand for health care services and with patients often switching providers due to changes in their insurance, is customer service still important these days? Why or why not?It has been well established that people tend to associate the quality of customer service they receive with quality of care. Why do you believe this is so?For this question, I’ll give you two choices, so please pick the one that is closest to your opinion about the matter: How would you want our medical practice to be perceived: as a smoothly running, efficient, no-nonsense business – or as an elegant, full-service health spa that pampers its customers? Please explain.What can we do to create better first impressions for new patients? How can we reinforce the desired impressions for existing patients on return visits?While the way people are treated by personnel is obviously more important than many other factors, what messages do patients receive when they notice problems in areas such as comfort or cleanliness?
Enhancing the service quality of community pharmacies for non-prescription medicines based on the perspectives of pharmacists and patients: a qualitative study
Published in Journal of Communication in Healthcare, 2023
Ramida Wongvedvanij, Chonlatis Darawong
Sub-theme 2: Ambience: It includes five touch points of patients’ experience, namely, room temperature, lighting, noise, music, and scent. Ambient conditions of a pharmacy help promote a good first impression to the patient, as described below by both pharmacists and patients. Lighting in the pharmacy is crucial for both pharmacists and patients for certain activities, such as reading a medicine label, writing the information, and inspecting drug condition. (Pharmacist 12)The lighting should be bright enough for me to look for medicines, and it is good if the shop has soft music while waiting in queue. I feel relaxed every time I shop. (Patient 1)
Characterizing Extremely Negative Reviews of Ophthalmologists on Yelp.Com
Published in Seminars in Ophthalmology, 2022
Jacob F. Smith, Ami A. Shah, Muhammad B. Qureshi, Hanna N. Luong, Olufunmilola Adeleye, Olufemi E. Adams, Joanne F. Shen
Implementing common hospitality practices are important in eliciting positive first impressions. Service scaffolds like Acknowledge, Introduce, Duration, Explanation, and Thank You (AIDET) have been shown to increase patient satisfaction scores.27 In addition, the EyeCareMarketplaceTM from the Joint Commission on Allied Health in Ophthalmology provides ophthalmology practice-specific training modules in conflict resolution and patient service management, among others.28 The American Academy of Ophthalmic Executives, in conjunction with the American Academy of Ophthalmology, maintains a Practice Management video library with helpful webinars and courses to improve the patient experience.29 Given the results of our study, efforts to improve office staff hospitality skills are highly likely to have a favorable return on investment.
A systematic review of interventions for adults with social communication impairments due to an acquired brain injury: Significant other reports
Published in International Journal of Speech-Language Pathology, 2020
Leah Paice, Annalle Aleligay, Martin Checklin
Table II provides an overview of the interventions and outcome measures rated by significant others, used in each study. There was marked variability in intervention setting, content, duration and recipient. The majority of studies provided treatment in an outpatient or community setting (Behn et al., 2012; Dahlberg et al., 2007; Douglas et al., 2016; Togher et al., 2016) with treatment delivered only to the individual with an ABI and not a carer or partner (Appleton et al., 2011; Dahlberg et al., 2007; Douglas et al., 2016; McDonald et al., 2008). Treatment length ranged from 4 to 12 weeks, with total hours of treatment time ranging from 12 to 48 hours. One study delivered intervention in one-to-one format (Behn et al., 2012; Douglas et al., 2016). Other studies delivered intervention in a group setting (Appleton et al., 2011; Dahlberg et al., 2007) or using both treatment formats (McDonald, Code, & Togher, 2013; Togher et al., 2016). Where specified, treatment was facilitated by a speech-language pathologist alone or another health professional (Appleton et al., 2011; Dahlberg et al., 2007; Douglas et al., 2016; McDonald et al., 2008). Intervention content and structure was also diverse. Two studies involved intervention based on a previously researched treatment, “TBI Express” (Behn et al., 2012; Togher et al., 2016), however the programme was adapted differently by the researchers. Similarly, another two studies adapted the “First Impressions” social skills programme (Appleton et al., 2011; McDonald et al., 2008), with modifications made in one instance to suit an inpatient setting.