• 1. “Here’s what you’re going to do.”
  2. “Stay off the internet. If you do search, don’t bring it to us—we don’t have time for it.”
  3. “We’ll call you if anything’s wrong. If you want to get your test results, you’ll need to make an appointment.”
  4. “If you want to see your medical record, talk to the office – they’ll tell you the fee.”
  5. “Don’t try to diagnose and treat yourself—I’m the doctor.”
  6. “I know our phones are always busy, but that’s the only way to reach us.”
  7. Usually thought but not said: “I’m not happy you sought a second opinion; don’t you trust me?”
  8. Dictating the visit agenda without asking for patient input
  9. “We’ve done everything I needed to do today. Sorry we haven’t got time for your issues. Please make another appointment.”
  10. Not calling patients back—making them come in to the office instead.

 

Excerpt from Let Patients Help! A “patient engagement” handbook – how doctors, nurses, patients and caregivers can partner for better care by “e-Patient Dave” deBronkart with Daniel Z. Sands, MD, MPH. All rights reserved. Reproduced here with permission.