How to Ruin the Patient Experience

In this video, I want to address an often-overlooked aspect of patient care: the patient experience. Drawing from a personal encounter with a local orthopaedic surgeon, I’ll walk you through a frustrating visit where basic communication and professionalism were lacking. 

LIVERPOOL Mon. 3rd of Feb. 2025 From the minute I arrived—dealing with unclear parking instructions—to the disinterested consultation and lack of clarity around my condition, the visit highlighted key areas where the patient experience could be ruined.

This story is not just about the orthopaedic world but serves as a reminder for all professionals: showing care, preparing properly, and delivering clear explanations can make all the difference in building trust and confidence with patients.

Key Topics Discussed 

1. The Significance of First Impressions: 

   • Understand how appearance and demeanour influence patient confidence.
   • Learn why dressing appropriately and maintaining a welcoming attitude matter.

2. The Importance of Good Communication:

   • There is a need for detailed explanations, regardless of the patient's background.
   • How assuming patient knowledge can undermine treatment effectiveness and satisfaction.

3. Enhancing Patient Interaction:

   • Techniques for engaging with patients to make them feel valued and informed.
   • The role of enthusiasm in building a positive rapport.

4. Practical Tips for Podiatrists:

   • How to integrate thoughtful communication into everyday practice.
   • Strategies for improving overall patient care and satisfaction.

Final Thoughts:

Improving the patient experience isn't about how much time you spend with them; it's about showing care, attention, and professionalism. I encourage all podiatrists and other health professionals to reflect on their practices and consider patient perspectives to foster loyalty and trust.

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