The Real Talk 4 “E”s Protocol
Your pain points as a healthcare provider are the patients’ pain points. Knowing this means we can ultimately work better together. As a reminder, our research on patients who opt to change practitioners found five key relationship-related issues:
- “There was a lack of connection.”
- “I felt like just a number.”
- “I know I’m a tough case, but I want you to work with me.”
- “I can’t afford treatment/access/doctor/clinic.
- “I give up.”
Today we will learn about the clear but powerful tool to help you remember the best relationship-building strategies that you can use during every patient interaction:
THE REAL TALK 4 “E”s PROTOCOL :
Empathize—Acknowledge patients as individuals, each with a unique fertility journey.
Encourage—Focus on positive expressions, support, hope. Avoid negative words, judgment, blame.
Educate—Give patients options, help them feel informed, debunk/clarify anecdotal/rumored ideas.
Empower—Share with patients that you are working as a team, making decisions together that the patients feel comfortable with and confident about.
With new patients, the Real Talk 4 “E”s Protocol can help you create a mutually beneficial experience and launch a positive relationship.
With current patients, the 4 “E”s Protocol can help you and your team communicate in emotionally intelligent ways that will counter patients’ feelings of unease, confusion, or disappointment. They will help improve your interactions as well as strengthen your patient-clinic team connections.
