Shereese Maynard, MS, MBA She/Her

QHIN content is my top perming content across channels. While surprised, I'm not wasting an opportunity to carry the conversation. #qhin #tefca #interoperability #healthcare

I work with physicians, so this topic comes up often. First, don't insult your customers' intelligence. Their frustration is valid and doesn't signal a lack of intelligence. Remember to use your EARS, empathy, active listening, reassure (their frustrations are valid), and strategize to find a solution. I find that using this strategy works well for my clients as they never have to say, "I don't know," and this builds trust so when another issue comes up, they feel safe sharing with me.

I've done the legwork, so you don't have to. Expanding your network with physicians can be less daunting with the right approach. Romance them, not in the love sense, but in the authentic, intelligence sense. Here's how you romance a physician: 1. Engage meaningfully on social media like LinkedIn and TikTok (Yes, TikTok)—comment, share, & send traffic to their channels. Attend medicine-based conferences. I highly recommend the Digital Medicine Conference, for example. Adopt them as a mentor. My physician mentors didn't choose me; I chose them, They didn't say no. Educate them w/o judgment; they want to learn, but they don't want to admit they don't know what you know; get it? Build genuine, valuable relationships with these strategies.

The root of communication breakdowns in healthcare lies beyond just language barriers or tech issues; it’s in our fundamental struggle to connect effectively. While factors like information overload and inter-professional conflicts play roles, the core issue is the human and systemic barriers that hinder genuine connection. Technology, though vital, can feel impersonal, and regulations, while necessary, may stifle open communication. The key is not just addressing these individual elements but fostering an environment where every interaction is an opportunity for meaningful connection, enhancing trust and understanding in patient care. In my opinion 😉.

Patients with high EI levels tend to communicate more effectively with their doctors. This open line of communication fosters an understanding of medication regimens, leading to adherence. By contrast, when patients don't understand Rx instructions, they're not likely to speak up for fear of being judged. According to ClevelandClinic.org, 4/10 patients don't understand Rx instructions, highlighting a significant barrier to healthcare. This is where EI becomes a game-changer. Patients with high EI possess the self-awareness to recognize when they don't understand and the confidence to ask for clarification. They're also better at managing their emotions, reducing the fear of judgment that can prevent crucial conversations about care.

Staff training yields the greatest reward in the long term, and yet, it's often undervalued by practices. Here's the thing: staff are the most patient-facing resource, and they are often managing your workflows, from RevCy to documentation management. Investing in staff development builds scaffolding around operations. From building trust with patients to ensuring regulatory requirements are achieved, staff needs to be continuously supported and developed. When a staff lacks competency due to an underinvestment in training and development, cracks will develop in the foundation of the practice. This, too, will impact the practice, but negatively and forever.