Page 44 - Delaware Medical Journal - September/October 2020

PRACTICE MANAGEMENT
TIPS FOR ENGAGING CONCERNED PATIENTS
What can you do to manage patients’ fears about physician appointments and help them stay on top of their health care? Here’s what doctors recommend:
Host virtual meet-ups and events. Progressive Health has continued its nutritional and diabetes management classes virtually. “We have a healthy eating and living group on Mondays, and we’re accepting anyone interested,” says Zarek. The practice also plans to put on its second annual Health Challenge Delaware in a virtual format this October. For 22 days, participants are challenged to live a healthier lifestyle and strengthen their immune system in various ways. The event is free and open to the public. “Because
it’s all online this year, there’s no limitation for how many people can do it,” Zarek says. More information is at www. progressivehealthproject.com/blog/2020/8/6/second-annual- health-challenge-delaware.
Respond to patients’ concerns and assess them
on an individual basis. “If we hear from our patient care coordinator that a patient is hesitant to schedule a procedure, we review the chart and determine whether the patient’s
risk assessment is appropriate,” Corso says. “If the patient
is putting themselves in jeopardy by further delaying the procedure, we’ll reach out directly to the patient. Patients are always invited to have a telemedicine appointment to discuss risks and benefits.”
Communicate proactively about the safety measures in your practice. Whether you send out an email to patients, put a message on your website or communicate via social media, let patients know what you’re doing to keep them safe. At Progressive Health, Zarek says, all patients and providers follow the supermarket approach: a single direction of traffic throughout the practice to prevent people from crossing paths.
Discuss the idea of practice visits during telehalth appointments. “When we do telemedicine, I give patients an opportunity to come in,” Brown says. “I’ll tell them, ‘I’d love to get your EKG if you’d like to come see us.’” That creates an opening for Brown to discuss safety measures at the practice, such as a socially distanced waiting room, frequent cleaning and temperature checks in the lobby.
Help patients understand the risks of waiting to come in. For patients with concerning symptoms, Brown emphasizes that “it’s still safer and you still have less exposure risk coming into our office than if you end up going to the medical aid unit or emergency room.”
236 Del Med J | September/October 2020 | Vol. 92 | No. 5