Jul 2, 2002 3 min read

HARRISBURG – Patients want a better idea of what to expect when they enter a doctor’s office or examination room. That’s the word from the patients who comprise the Pennsylvania Medical Society’s Patient Advisory Board. The group, which met recently in Harrisburg to discuss issues of interest to residents around the commonwealth, says patients need guidelines on protocols and procedures to help them better understand and prepare for major medical treatments as well as routine doctor visits.

Patients aren’t the only ones who want better channels of communication. At the same meeting, Howard A. Richter, M.D., president of the Pennsylvania Medical Society, told the patient representatives that doctors want and need feedback when office procedures and approaches don’t meet their expectations.

“The key to a good patient-doctor relationship is open channels of communication at all levels from everyone involved,” Richter said.

Starting in the waiting room and continuing through the examination and billing areas, patients feel the need to be kept informed, according to the Advisory Board. For example, if the doctor is running late, patients expect to be advised so they can determine how best to make use of their down time. If a physical exam is scheduled, patients want to know what it will include so they are prepared, both physically and psychologically. If a diagnosis is made, patients want to be advised of treatment options and expected outcomes.

What situations most frustrate patients? According to Advisory Board members, a long wait, with no explanation as to the cause for the schedule delay, is number one on their list. This is closely followed by delays in diagnosing medical conditions; no explanation for tests and/or results; delays in consulting with outside specialists; and impatient office staff.

Board members also noted the situations that make them feel comfortable when visiting the doctor. Not surprisingly, staying on schedule is number one on their “feel good” list but, the board says, patients will be more accepting of delays if they’re given an explanation and an anticipated time frame. Patients also appreciate doctors who are personable and seem truly interested in them and their families. Doctors receiving the highest marks are those who are attentive and don’t make the patient feel rushed.

Patients especially prefer doctors who prepare them for the overall experience when being referred to another physician. They like to know why they are seeing another doctor and how he/she will approach their situation in terms of professional evaluations and personal style. Similarly, patients appreciate when their primary physician prepares the referral doctor with information on their individual needs and personal expectations.

Throughout their daylong meeting, Patient Advisory Board members agreed that the best relationships develop when both patient and doctor have mutual respect and realistic expectations for the medical experience.

The Patient Advisory Board, a cross-section of patients treated by Pennsylvania physicians, meets quarterly to provide grassroots insights on relevant issues to the Pennsylvania Medical Society. Headquartered in Harrisburg, the Pennsylvania Medical Society has advocated for patients and their doctors for more than 150 years. To learn more, visit the organization’s Web site at www.pamedsoc.org.