Page 33 - 2021 Risk Reduction Series - Communication Part Two

SVMIC Risk Reduction Series: Communication

4. Dictate as much as possible: Talk with the patient while

scribes enter the information or use dictation software.
These allow you to focus more on the patient.

5. Ignore the computer when you first enter the room:

Chat with your patient for a few minutes before you start
recording information in the digital record.

6. Ask about previous complaints: If the patient information is
preloaded, look over it before entering the room.

7. Finish the chart in the room: This can help to answer any

other questions that might come up so patients feel like
they have been listened to.

We often see these issues in plaintiffs’ depositions where they
assert that the providers were preoccupied with the computer

screen, never made eye contact, and didn’t listen to the patient’s
concerns. Therefore, as part of the communication with the

patient, it is often beneficial to take the steps just listed when
utilizing an EHR. When the purpose and capabilities of an EHR

system are explained to patients, it helps the patients who are
attached to paper files become less apprehensive about the

EHR and lessens the possibility that they will feel ignored. When
patients feel like they are valued part of the communication

process, they are less likely to later assert a claim.

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