Business cards?

[BklynWill]

I have heard residents toss around the idea of providing personalized business cards to patients and their families under certain circumstances. Is this generally frowned upon and dangerous or could it be considered a unique way to establish rapport while opening up channels for feedback? Patients can certainly look up most of us on the internet if they're so inclined anyway. I'm curious if anyone has heard of stories on the subject.

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[Apollyon]

When I was a resident, we had cards issued to us, and were encouraged to give them out. At my last job, just before I left, they started issuing cards.

It's an accepted idea. When people have an option available to call, they usually don't - just knowing the option is there is often enough.

 

[southerndoc]

We are pretty much required to give patients cards as an attending. The medical directors of my health system really frown upon not giving them out. It helps with patient rapport.

I had them made during residency (at my own expense), and I routinely gave them out.

 

[Mighty Mouse]

i went to a customer service type lecture at ACEP last year in chicago, and the sentiment was the same as above....helps with rapport, helps personalize the interaction more....and helps the patient understand who the doctor is when there's a ton of people who are coming in the room to do different stuff to them. as a resident we have a card with a phone number on it that the patient can call if they want to either offer praise or complain

 

[GeneralVeers]

i went to a customer service type lecture at ACEP last year in chicago, and the sentiment was the same as above....helps with rapport, helps personalize the interaction more....and helps the patient understand who the doctor is when there's a ton of people who are coming in the room to do different stuff to them. as a resident we have a card with a phone number on it that the patient can call if they want to either offer praise or complain

I have a stack of them sitting in the physician office that I haven't used. I've given out 1 in 18 months of work, and only because a patient requested one.

I'd be happy if every patient forgot my name and face, as in my experience patients tend to complain far more often than they give praise.

 

[JackADeli]

I have heard of some residents at other programs that moonlighted/etc..... purchasing their own cards and making them in such a way as to deceive patients and families to the real nature of their status.....

In GSurgery residency, my program issued business cards. I don't see any problem with it as long as they don't give the wrong impression.... Our cards all stated we were residents.

JAD

 

[Apollyon]

I have a stack of them sitting in the physician office that I haven't used. I've given out 1 in 18 months of work, and only because a patient requested one.

I'd be happy if every patient forgot my name and face, as in my experience patients tend to complain far more often than they give praise.

If that is the case, the problem lies with you, as it has been shown to improve "customer service" by giving patients the opportunity for follow up - again, because they have it, doesn't mean they'll use it. Also, a complaint email is better than a bad PG survey, as the email doesn't count against your numbers.

 

[kungfufishing]

I have to admit I had the same reaction to this as veers. From a philosophical point of view, I disagree with the notion of customer service in the ED. However, I am charging money so there should be some balance between courtesy and efficiency. For those of you who offer cards, what contact information do you provide? I can't decide if it would be worth the potential improvement in satisfaction or if it would just provide an easier route for non sick patients to complain that I didn't spend much time on their virus or their chronic condition which has not killed them, as they clearly have the strength to complain.

 

[GeneralVeers]

If that is the case, the problem lies with you, as it has been shown to improve "customer service" by giving patients the opportunity for follow up - again, because they have it, doesn't mean they'll use it. Also, a complaint email is better than a bad PG survey, as the email doesn't count against your numbers.

I can't see any benefit to handing out the cards. Most of my Press-Ganey surveys are based on things I have no control over (like quality of the turkey sandwich).

It's also an easier route to allow lawyers to sue.

 

[JackADeli]

...For those of you who offer cards, what contact information do you provide?...

during my residency, we had the phone number of the residency program coordinator on the card. We chose NOT to leave an email or cell phone or a pager. This meant all calls were routed to her during regular business hours and answering service after hours. After all, in addition to all the other duties, program coordinators are effectively the resident physicians' office manager.

...It's also an easier route to allow lawyers to sue.

if there is any possible reason for you to be sued, they should be able to find you quite easily without a business card..... because, your name should be legibly identifiable in the patient's documentation of care. It is silly to preclude a business card and engage in this "hiding" behavior. Someone that appears to hide by their conduct is someone very easily sued successfully.


JAD

 

[willow18]

I wouldn't mind doing an RCT and see how the rates of malpractice, pt satisfaction, recidivism, and so forth changed with business cards. Of course, getting anything through an IRB these days is torture regardless of its benigness.

Edit: So searching PubMed, apparently the Gas folk have already studied "physician's name recall" with card vs no card. Although in their case, I would think the gas itself might be a significant confounder 🙄

 

[docB]

I have two sets of cards. The ones I mainly use actually have my cell, home and email on them and I use them only for business activities and personal patients like my sports med patients. My other set has my office number. I haven't given out one of those in years.

I don't really think they need a card with my name. My name will be on their discharge instructions and prescriptions. I know that if they want to sue they'll find me card or no card. I don't see them remembering my name as having anything to do with follow up as they shouldn't be following up with me.

I suppose it's a nicety that the patients like but I really don't think the ED should work like a clinic. I want patients to understand that they have come to the EMERGENCY ROOM and that I'm there for their life and limb threatening emergencies, not their after hours convenience.

 

[GeneralVeers]

I suppose it's a nicety that the patients like but I really don't think the ED should work like a clinic. I want patients to understand that they have come to the EMERGENCY ROOM and that I'm there for their life and limb threatening emergencies, not their after hours convenience.

Are you sure we're not related?

 

[Apollyon]

Veers and DocB being in Las Vegas is idiosyncratic to EM in general. I have never seen Veers post anything positive about anything (well, maybe he has, but nothing - at all - comes to mind), and I get the idea that he is vastly unhappy with his training, his job, and his life. After that, I think he might do better elsewhere, but then I wonder if he will engender/encounter the same elsewhere.

Then I think that I want to go have something to eat. This all takes place in less than one second.

 

[deleted109597]

Personally, I don't see cards as being helpful. I wear my white coat with my name embroidered on it. I introduce myself as "Dr." The scripts I write have the number to my residency coordinator (who hates it when pharmacies call). I'm not sure that a card would be a large addition. The only patients who really care about your name are those that a) want to write a letter of praise, or b)want to name you on a suit. The vast majority don't care.
At the facility I'm at this month, they put the "complaints" list up on the bathroom door as a learning point for all staff (since it isn't a physicians bathroom). 70% have to do with the wait, but what got me were the ridiculous ones. Some, like Veers mentioned, complain about the food. One complained about the taste of the Tylenol. Two complained about the hospital being too far from their house. One complained about the EMS.
While I think customer service has its place, to bend over backwards for people when there are people actually dying is ludicrous.
As an aside, I don't have cards, and likely won't print any in residency. People who I want to talk to will get my CV (recruiters, etc). Patients I tell my name to.

 

[hornste]

hmmm. what an interesting topic, definitely something I haven't thought about before.

I can see how it might be useful if you gave the patient a card at the beginning of their encounter, and that way they could identify you as their doctor. When they needed you, they could then know who to ask for. not that they don't find me anyway.

Also, it would give me a good excuse to test out my new google voice account and it's blocking/transcription services.

Perhaps it's time to print out a few business cards.

 

[deleted65604]

I cast my negative vote. What, are you actually going to give them your personal e-mail so they can ask for free medical advice? Your address so they can bomb your house? Your home phone number, so they can prank call you?

If they want to complain about or compliment you, any ***** knows how to open up and read a phone book. If they are too stupid to know how to contact hospital administration, then you don't want their input on the quality of medical care provided.

Compliments from stupid people- "Jarabacoa was great, he gave lottsa narcotics, I'm still trippin'. Can you give me his schedule so I know when to have my emergency?"

Complaints from stupid people- "Jarabacoa didn't take me seriously. Something about 50 negative work-ups in the past 3 years. You need more better doctors."

 

[GeneralVeers]

I cast my negative vote. What, are you actually going to give them your personal e-mail so they can ask for free medical advice? Your address so they can bomb your house? Your home phone number, so they can prank call you?

If they want to complain about or compliment you, any ***** knows how to open up and read a phone book. If they are too stupid to know how to contact hospital administration, then you don't want their input on the quality of medical care provided.

We are not primary care docs, nor specialists. We can't pick and choose our patients. I suppose if I was a cardiologist I'd hand out cards to people I wanted to see in order to increase the (insured) patients in my practice.

In EM we have to take everyone who walks through the door. We can't pick what patients we see, and they can't pick their doctors. Does this make me unhappy? No.

Just because I complain doesn't make me unhappy. Complacency leads to mediocrity.

 

[DrJosephKim]

You can get some printed from several online providers for less than $5 for a bundle of 250 cards. It's great to have some cards when you're at networking events, social functions, etc.

 

[EMRaiden]

I am not a big believer in Press Ganey, it is not statistically valid, and some of the complaints are bogus.

Yes people come to the ED for stupid things.
Yes people complain about stupid things.
You do not have to give Lortab to everyone to get good press ganeys.

You can still be nice, listen and be respectful.

We started handing out Cards several months ago as part of a global effort to improve our patient satisfaction. We also do checkout at the patient bedside, and as of this month will be doing some discharge calls. The cards have our name and credentials with a generic email address for people to contact. Some of the patients really get into it -- one guy was 'collecting them' he had 4 or 5 shoved in his wallet.

However, since we started doing this (cards, bedside rounds, AIDET) the ED scores, the MD scores and My personal scores have increased dramatically. The number of complaints we were receiving a month went from 100 positive, and 300+ negatives; to 200 positives and less then 100 negative.

This is not about kissing someones butt, it is not about being the local candyman. Its about treating every person you see the way you would want your mother to be treated (unless you hate your mother in which case this falls apart.)

 

[deleted6669]

We have been giving them out for about a yr.
I don't give them to everyone, just reasonable folks. don't know if it helps at all.
they just have our name and title, the address of the hospital, and the phone # of the dept secretary. I have probably given out several hundred with one phone call back from someone who wanted an rx refill.

 

[Jeff698]

The cards have our name and credentials with a generic email address for people to contact.

It seems to me that if you're going to do this, you should do it as a group and in the manner Raiden mentions. Have a single email/number that all contacts go to and have a secretary (preferably your call back/follow up person) answering them. S/He can address any of the low hanging fruit and filter out everything that doesn't directly need a physician's input.

I don't think this is something that only one member of a group can do. I certainly wouldn't.

Take care,
Jeff

 

[GeneralVeers]

It seems to me that if you're going to do this, you should do it as a group and in the manner Raiden mentions. Have a single email/number that all contacts go to and have a secretary (preferably your call back/follow up person) answering them. S/He can address any of the low hanging fruit and filter out everything that doesn't directly need a physician's input.

I don't think this is something that only one member of a group can do. I certainly wouldn't.

Take care,
Jeff

The problem I see with this is that the person taking the calls will often not be able to address medical questions the patient may have. The last thing I want to do on my days off is field calls about patient questions or requests for medication refills.

 

[Apollyon]

The problem I see with this is that the person taking the calls will often not be able to address medical questions the patient may have. The last thing I want to do on my days off is field calls about patient questions or requests for medication refills.

The only response I have is that it works. Irrespective of anyone's concerns, I was with the same group as EMRaiden, and it works.

Nothing succeeds like success, and this is it. It works, and it doesn't grind any one person down.

 

[GeneralVeers]

The only response I have is that it works. Irrespective of anyone's concerns, I was with the same group as EMRaiden, and it works.

Nothing succeeds like success, and this is it. It works, and it doesn't grind any one person down.

What objective measure are you using to reach that conclusion?

 

[Apollyon]

What objective measure are you using to reach that conclusion?

Decreased numbers of complaints, and increased numbers of compliments, along with a lack of pt requests for further information on their condition.

 

[Tyrone Biggums]

[YOUTUBE]http://www.youtube.com/watch?v=qoIvd3zzu4Y[/YOUTUBE]

... the lettering is something called Silian Rail

 

[docB]

I am not a big believer in Press Ganey, it is not statistically valid, and some of the complaints are bogus.

Yes people come to the ED for stupid things.
Yes people complain about stupid things.
You do not have to give Lortab to everyone to get good press ganeys.

You can still be nice, listen and be respectful.

We started handing out Cards several months ago as part of a global effort to improve our patient satisfaction. We also do checkout at the patient bedside, and as of this month will be doing some discharge calls. The cards have our name and credentials with a generic email address for people to contact. Some of the patients really get into it -- one guy was 'collecting them' he had 4 or 5 shoved in his wallet.

However, since we started doing this (cards, bedside rounds, AIDET) the ED scores, the MD scores and My personal scores have increased dramatically. The number of complaints we were receiving a month went from 100 positive, and 300+ negatives; to 200 positives and less then 100 negative.

This is not about kissing someones butt, it is not about being the local candyman. Its about treating every person you see the way you would want your mother to be treated (unless you hate your mother in which case this falls apart.)

The only response I have is that it works. Irrespective of anyone's concerns, I was with the same group as EMRaiden, and it works.

Nothing succeeds like success, and this is it. It works, and it doesn't grind any one person down.

Decreased numbers of complaints, and increased numbers of compliments, along with a lack of pt requests for further information on their condition.

I am sure that it works. It's similar to sitting down for the H&P, fetching warm blankets and ending every encounter with "Can I get you anything?" We do similar stuff (not the cards but the other stuff that the consultants convince admin is crucial). My biggest problem with it all is on a philosophical level. The ED is already being abused because it's convenient, capable, liable and EMTALA mandated. People already prefer it over dealing with their PMDs. I don't think we should be making it a warm and fuzzy place. As a society and a medical system we would be better off presenting the image of a place where you can get what you need if you really need it fast and emergently.

I actually think the biz cards could be good even in that setting though because they would convey that the person talking to them is a doctor (this is a particularly important point for women who are frequently assumed to be nurses by ignorant patients) and is an Emergency Physician (no I don't have a private practice, this is it). We all seem to spend a silly amount of time clearing up those two issues.

I'm not sure how I'd want my mom to be treated if she became a drug seeking, soul sucking dementor from Hell. I think a firm "Don't use the ED for your chronic pain issues." would be good even for mom although I'm not gonna say that to my mom. I'll tell your mom and you tell my mom.

 

[GeneralVeers]

I am sure that it works. It's similar to sitting down for the H&P, fetching warm blankets and ending every encounter with "Can I get you anything?" We do similar stuff (not the cards but the other stuff that the consultants convince admin is crucial). My biggest problem with it all is on a philosophical level. The ED is already being abused because it's convenient, capable, liable and EMTALA mandated. People already prefer it over dealing with their PMDs. I don't think we should be making it a warm and fuzzy place. As a society and a medical system we would be better off presenting the image of a place where you can get what you need if you really need it fast and emergently.

This may be one thing that improves in this country with nationalized healthcare. If everyone is on the same public plan, there will be less incentive to provide "customer service", and since reimbursements to hospitals for emergency care on a per-person basis are likely to be low the hospitals will have less incentive to want people to return. In addition, rationing of care/diagnostic studies is going to mean that patients have no choice but to wait 6 hours for a non-emergent problem to be addressed.