BackTable / ENT / Podcast / Episode #34
Optimizing Communication in the Outpatient Setting
with Dr. Bradley Block
We talk with Dr. Bradley Block, creator and host of The Physician's Guide to Doctoring Podcast, about optimizing communication to improve workflow and for better patient care.
BackTable, LLC (Producer). (2021, October 26). Ep. 34 – Optimizing Communication in the Outpatient Setting [Audio podcast]. Retrieved from https://www.backtable.com
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Dr. Bradley Block
Dr. Bradley Block is a practicing Otolaryngologist with ENT and Allergy Associates in New York.
Dr. Gopi Shah
Dr. Gopi Shah is a practicing ENT at UT Southwestern Medical Center in Dallas, TX.
Dr. Ashley Agan
Dr. Ashley Agan is a practicing ENT and assistant professor at UT Southwestern Medical Center in Dallas, TX.
In this episode, Dr. Bradley Block joins Dr. Gopi Shah and Dr. Ashley Agan to discuss tips for trust building and nonverbal communication with patients.
Dr. Block starts by sharing how he facilitates introductions at the beginning of a visit. He identifies himself as the doctor, and asks the patient about their preferred name and pronouns. Then, he acknowledges the patient’s discomfort and/or pain associated with their chief complaint. These patient-centered approaches help build trust and ensure the patient’s voice is being heard.
Nonverbal communication can also build trust. Dr. Block recommends moving computers to the side to ensure that they are not impeding communication. Additionally, patients will often mirror the physician’s level of engagement. One way to show engagement is to repeat the patient's words back to them.
Finally, we discuss methods of communication with disgruntled patients. For example, asking them to verbalize their specific concerns can make them feel seen and heard. Dr. Block emphasizes that in order to be effective, communication strategies must be consistent across all providers and staff in the clinic.
Physician’s Guide to Doctoring (Dr. Block’s podcast): https://physiciansguidetodoctoring.com/
Dr. Block’s Twitter: @PhysiciansGuide
Disclaimer: The Materials available on BackTable.com are for informational and educational purposes only and are not a substitute for the professional judgment of a healthcare professional in diagnosing and treating patients. The opinions expressed by participants of the BackTable Podcast belong solely to the participants, and do not necessarily reflect the views of BackTable.