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+++++++++++++++++++++++++++++++++++ +++ + +++ Í COMMUNICATION STRATEGIES + +++++++++++++++++++++++++++++++++++ The Patient-Physician By Kay Wakeham RELATIONSHIP: HOW S+EI STRENGTHENS IT Y your patient is built on effective communication and is a critical component of your clinical practice. In fact, how you communicate with your patient is as important as what you communicate. One study found that patients who relate well with their doctors are more likely to acknowledge health problems, understand their treatment options, modify their behavior accordingly and follow their medication. If your patients perceive that you communicate well with them, you will achieve better patient satisfaction and outcome results. How important is patient satisfaction? It impacts the bottom line. A small portion of acute care hospitals' reimbursement incentives under Medicare is tied to performance on clinical process of care (70%) and patient satisfaction (30%). Three rating measures are tied to the effectiveness of communication between the patient and the doctor, nurse or staff. In the near future, all physicians will be impacted by pay-for-performance plans under Medicare. What if insurance companies follow suit? What can you do now to start to improve your communication skills? One strategy is to increase your level of social and emotional intelligence (S+EI). For example, the Cleveland Clinic now incorporates emotional intelligence assessments and coaching into its "Leading in Health Care" program for select physicians. Why? S+EI is seen as a much greater predictor of performance than IQ. What is social intelligence? It is based upon an awareness of others and relationship management. In order for you to improve your relationship with patients, you can increase your awareness of others and focus on better management of your relationships. The core foundation to S+EI is emotional intelligence, which is the awareness of self and self-management. Sometimes, you don't see yourself realistically in the mirror or realize the "ripple" effect your actions have on others. You can enhance your emotional intelligence by increasing self-awareness and better managing your behavior. How is S+EI intelligence assessed? Various online assessments can determine your overall level of S+EI as well as your score in each of the components. The most accurate assessment is OUR RELATIONSHIP WITH one that is completed by you and by others who work closely with you. Ratings by others are not identified at the individual level and, therefore, remain confidential. Why is the multi-rater assessment more accurate? Sometimes you don't see yourself as clearly in at least one of the four areas of S+EI as others who work closely with you do. What happens after the scores are established? The next step is for you to implement actions to build any of your below-average components to the strong or exceptional level. The S+EI quotient, unlike IQ, can be improved with practice. Most assessments incorporate recommendations for improving S+EI competencies. Since building S+EI involves behavior modification, it is helpful to engage a behavioral coach to hold you accountable for changes. What are other benefits of S+EI? Organizations that have implemented S+EI development have experienced increases in revenue, profitability, market share, performance, wellness, employee retention, creativity and decision-making. One company achieved a 1000% return on investment in a S+EI development program. For more information on how S+EI can benef it your practice by increasing patient satisfaction and outcome as well as profitability, contact Kay Wakeham, M.B.A., PHR, of The Growth Coach of San Antonio at (210) 492-2400 or email k.wakeham@thegrowthcoach.com. I MDNEWS.COM I MD NEWS San Antonio | 11