RelationX

Relational vs. Transactional Patient Experience 


Charles Consulting is focused the Relational Patient Experience 

Transactional Processes Improvement Includes: 

Process Improvement and the DMAIC methodology; Project Management (Charter; Data Collection; Root Cause Analysis; Value Streams; and PDSA cycles); Mapping a process.  These are intended to improve what we do to our patients.

Relational Process Improvement (RelationX) Includes:

Understanding drivers of patient satisfaction (i.e. care & concern of special needs of the patient, perceptions of wait times, etc.).  Using a model to put our patients at ease and show we care. Relating to the patient and building rapport. Introducing yourself & your role. Explaining how long things will take/Process of the visit. 

Understanding and delivering on the 4 Patient Needs (JUSST) 

Justice

Justice is a fundamental and profound acknowledgment, admiration, and appreciation for the rights, dignity, opinions, beliefs, values, and existence of oneself and others. It involves treating individuals with consideration, fairness, empathy, and kindness, regardless of their background, abilities, or differences. Justice requires actively listening, valuing diverse perspectives, honoring boundaries, acting ethically, and promoting inclusivity. It fosters harmonious relationships, encourages mutual understanding, and cultivates an atmosphere of acceptance and mutual growth.

Self-Esteem

Self-esteem, in the context of a doctor-patient relationship, refers to the individual's sense of self-worth, self-value, and self-image that emerges as a result of their interactions and experiences with the doctor. It encompasses feelings of confidence, dignity, and respect towards oneself, which are directly influenced by the doctor's attitudes, behaviors, and communication skills.


In this specific context, self-esteem is shaped by the doctor's ability to establish a nurturing and supportive environment that encourages open and honest communication. The doctor's empathetic and understanding approach towards the patient's concerns, fears, and vulnerabilities greatly impacts the patient's self-esteem. When doctors actively listen, validate, and acknowledge the patient's emotions and perspectives, it fosters a sense of worthiness and respect within the patient.



Understanding

Understanding is the ability to comprehend or grasp the meaning or essence of something. It involves accurately comprehending the details, context, and implications of a subject matter or situation. Understanding often goes beyond mere knowledge or awareness, as it requires the integration of information, empathy, and critical thinking to fully comprehend and appreciate various perspectives, complexities, and implications. It enables individuals to make connections, identify patterns, and gain insights that contribute to a deeper level of comprehension and appreciation of the world around them. Understanding fosters empathy, tolerance, and effective communication, allowing individuals to engage with others in a meaningful and respectful manner.

Moreover, the doctor's provision of appropriate medical information, explanations, and treatment options helps empower the patient, allowing them to actively participate in their healthcare decisions. This collaborative approach by the doctor contributes to the patient's sense of being a respected and valued partner in their healthcare journey, reinforcing their self-esteem.


Conversely, if a doctor demonstrates dismissive, disrespectful, or overly authoritative behaviors, it can severely undermine the patient's self-esteem. Insensitive comments, lack of attention or validation towards the patient's concerns, or an excessive power imbalance in the relationship can lead to a diminished sense of self-worth and confidence in the patient.


Overall, a doctor's role in nurturing and enhancing the self-esteem of their patients is crucial. By fostering a trusting and respectful environment, actively involving patients in their healthcare decisions, and demonstrating empathy and understanding, doctors can positively impact their patients' self-esteem, thus contributing to better healthcare outcomes.

Security

Security in a doctor-patient relationship refers to the sense of trust, confidence, and emotional safety experienced by the patient. It involves a belief that their personal information, health concerns, and vulnerabilities will be handled with discretion, respect, and confidentiality by the doctor. Feeling secure in this context also means having faith in the doctor's competence, professionalism, and commitment to the patient's well-being, ensuring that their physical and mental health needs will be addressed appropriately and compassionately. Overall, security in a doctor-patient relationship fosters a deep sense of comfort, reassurance, and ease, enabling open communication, shared decision-making, and a foundation for effective healthcare delivery.

Trust

Trust in a doctor-patient relationship refers to the belief and confidence a patient has in their medical practitioner to act in their best interest, provide competent care, maintain confidentiality, and communicate honestly and effectively. Rooted in the patient’s vulnerable state, trust is an essential element in healthcare as it enables patients to disclose personal information, comply with treatment plans, and collaborate in decisions regarding their health.


Modern research suggests that trust in doctors is influenced by factors such as competence, transparency, empathy, communication skills, and consistency in delivering quality care. Effective doctor-patient communication, including knowledge impartation, attentive listening, and addressing patient concerns, strengthens trust. Patients who trust their doctor are more likely to follow treatment plans, have better health outcomes, and engage in shared decision-making. Trust also enhances patient satisfaction, medication adherence, and willingness to disclose sensitive information.


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