Qestion 1: How healthcare quality is decided by patients?
Answer : Quality of healthcare service is decided on the basis of lot of factors which differ as per set up of services.
1. For hospital set up- Immediate availability of dr and fast conveying of situation/plan of action to relatives/patient
2. For opd- listening ( empathy) and talking to patients. Spending time with patient.
3. For ICU set up- there are lot of factors like
(a) Giving information about cost,
(b) Frequent correct information
about patients
(c) Allowing relatives to see & touch
serious patients.
(d) Telling pt's condition in clear & understanding language with
eye to eye contact.
4. It's surprising but true that the correct diagnosis & treatment comes as a last parameter while assessment of good health care. But it matters though in later stage.
5. For corporate hospitals- It's always cost cost and cost. Infrastructure, good drs and urgent services all are there, but huge cost. The cost of healthcare in corporate hospital decides it's quality.
Question 2: How do patients trust doctor?
Answer : Patients trust doctors by his behaviour and approach to patient's illness.
1.honest and transperant opinion. Saying Something like this to patients whenever needed-
- "this is not area of my expertise"
- " I am not sure about your diagnosis & I need to do more tests"
2. Sometimes, a doctor cancelling his case paper & returning fees after examining patient,if it's not his area of expertise. Such acts increase trust.
3. Whenever doctor advises investigations, never tell them to do it at perticular lab . Just give a note about which investigations to do. Let patient themselves find out about lab. This again increases trust.
4. A doctor should always refer to other specialist ( if needed), who is excellent in his work. Referral should not be based on personal relationships. This ensures best possible treatment for patient and his improvement ensures faith in doctor.
5. A doctor should not be critical about generics. He should not insist on perticular brands or specific drug shop. This creates mistrust in mind of patients. Generics with its pro & cons are part & parcel of Indian healthcare industry. Patient should be allowed to take any brand of prescribed medicines. It's his choice. If he is not tolerating pills or not getting desired effects, then doctor may suggest to take his prescribed brand as an option to patient.
6.A doctor should not blindly refuse reports from outside labs or radiologist.
7.A doctor should not randomly comment on drugs/treatment of alternative medicine systems. India has its own ministry of Aayush. So, it's parallel official stream of healthcare. One need to respect that even if in principle, one may not agree with it.
Question 3: What acts lead to distrust in patients?
Answer :
- No eye to eye contact
- No empathy
- Casual body language
- Repeated investigations
- Insisting on own pharmacy/brands
- Costly drugs
- Refusing substitute drugs
- Arrogent behaviour
Question 4 : How a doctor should persuade patients to comply with treatment?
Answer :
- Counseling in every visit for regular drugs
- Checking compliance every visit
- Showing geniune interest in well being of patients
- Acting as mentor cum companion in his journey to well being
- Giving hope and objectively showing patients the small improvement which they miss
Dr. Praveen Kulkarni. Miraj.
