Fam Pract Manag. 2018 May-June;25(3):34.
- IMPROVE YOUR SPIEL ABOUT UNNECESSARY ANTIBIOTICS
- MANAGE YOUR ONLINE RATINGS
- EASE THE SWITCH TO A NEW EHR SYSTEM
- MAKE STAFF MORE AWARE OF DATA SECURITY
IMPROVE YOUR SPIEL ABOUT UNNECESSARY ANTIBIOTICS
Working in an immediate care center, I sometimes feel bombarded by patients who want me to prescribe an antibiotic for their viral cold. Lately, I have added a new twist to my usual spiel explaining why I cannot prescribe one. If I am absolutely certain they do not need an antibiotic, I first reassure them that their own body is going to be able to take care of this illness and that they will be fine by next week. I even offer medication to relieve their symptoms. For patients who are still determined to receive an antibiotic, I then explain that, by avoiding an unnecessary antibiotic, they do not have to worry about getting antibiotic-associated diarrhea or developing antibiotic-resistant organisms that can hurt them later. If they continue to protest, I emphasize that, based on my medical knowledge, I truly believe they don't need an antibiotic, and I say, “If I give a patient medicine to treat a condition I don't think he or she has, that is kind of like malpractice, isn't it? Neither of us wants me to do that.” They usually give me a funny look and stop asking.
MANAGE YOUR ONLINE RATINGS
Patients increasingly are turning to the Internet to find doctors and rate their medical care, and practices cannot ignore this information — especially when the feedback is negative. I have turned off the ability for patients or other visitors to post on my clinic's Facebook page, so I don't have to monitor reviews there. Google reviews are more important, so I respond to negative reviews with comments such as, “We work hard and appreciate your feedback, which has helped us grow.”
To help neutralize negative feedback, I encourage more patients to post reviews. I do this by periodically posting a notice in the waiting room window with a QR code patients
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