Scenario 2: Personalize Care
Let’s take our “Personalize Care” example and go a little deeper to show how adapted conversations can lead to more clarity and positive outcomes. Click here to replay video.
Our patient wants to work with you but feels like she may be a cog in the machine that is a busy practice. How can your team use language to personally welcome, solicit input and listen to her needs, using positive language and a solution-oriented approach?
Say this:
Use language that validates her experience, i.e.: “I know how important this is to you and we will be a partner in treatment every step of the way to help you make the best decisions for you and your specific situation.”
Not that:
“You’re young, it may just take another cycle. IVF is usually the way to go; there’s a higher success rate for that treatment so that’s what you should do.”
“At the clinic I went to at first I felt like just a number and that no one really stopped to listen to me and my concerns or what I wanted to do. Also, when calling you had to leave a message instead of an actual person answering to hear out your questions or concerns.”
Casey, 28, trying to conceive for 3 years
