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You can’t fix what you can’t see.

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Trump? Harris? Pickleball?

(Or…Whatvelections can teach us about communication within healthcare…)

When you look at the research around patient communication, there’s a few common themes. Patients will often say:

“The doctor focused too much on the disease, and not enough on the person.”

What does that mean? And what does it have to do with the election???

It means we should remember that the diseases we are treating are carried by real humans. Humans with fears and worries and dreams and wants.

That human could be our neighbor, our kid’s teacher, or the bagger at our local market.

Unfortunately we get wrapped up so much in their disease or their injury that we might forget to ask them about….themselves.

It’s kinda like our focus in the election.

If they voted for the other candidate, does it matter? Are they still our neighbor? Will they still look out for your kid if you’re not around?

If they picked the “wrong” candidate, can they still teach our kids effectively? Can they still bag our groceries?

Instead of focusing on the disease (or their political preferences), we can change healthcare by asking about their goals.

Specifically, their goals of care. What motivates them? Why are they addressing this now? And what gave them the confidence that YOU are the person who will solve their issue?

If their knee hurts and it limits them from playing pickleball with their kids, improving the contra lateral dorsiflexion may be the focus of treatment.

However…. The patient most likely cares about pickleball. They don’t care about dorsiflexion (nor can they likely spell it…). They aren’t concerned with the fact that it’s on the contra lateral side.

They want to play more pickleball.

And even if you’re going to use acupuncture or manipulation or manual therapy, they mostly care about….wait for it…pickleball!!

So….is pickleball mentioned- prominently - in your chart? Is it clear that this is the subject to discuss next visit?

Because I bet their disease is in their chart….so why not their GOALS?!?

In our communication framework, the PATCH, the P stands for Patient Goals. It’s the very first part of the process.

Why? Because it’s the centerpiece of the conversation around their treatment plan.

It motivates them.

It makes adherence higher.

It determines how aggressive treatment should be.

It opens the door to upsells and additional services.

It makes reactivations more likely.

Regardless of their disease, we should focus on their goals. We should discuss how those goals are influenced by the disease or injury. But we shouldn’t solely focus on their condition.

They’re a human more than they’re a disease.

They’re a human more than they’re a voter.

When we’re together- whether it be with a patient, our neighbor, or a family member, try focusing on THEIR GOALS instead of their politics. Raising kids, spending Thanksgiving with their family, and finding joy in their life. It might be a different conversation, and they might be more ready to change because of it.

But who knows. You’ll probably think I voted for the wrong person….

In honor of the Dodgers winning the World Series, I thought I’d share how baseball and patient communication share some facts.

If you look at the research around patient communication, one of the most common sentiments by patients is that “No one ever listened to me!”

This frustration manifests as a lack of trust in the provider or the diagnosis. And this feeling creates a significant uptick in malpractice cases. (Most malpractice cases are based on communication issues, not on the procedure performed…interesting.)

There was a study done by a group of researchers who wanted to capture just how long a patient would talk for if they were never interrupted. If the doctor sat there, interested, reassuring, but never interrupted the patient. The researchers wanted to know if the patient would talk for 5 minutes, 30 minutes, maybe an hour… Just how long would it go on if the patient was never interrupted.

The results SHOCKED everyone.

FYI- when I ask this at our workshops, people working in healthcare most often guess that the conversation would go on for about 10 minutes.

The answer: the patients in the study averaged 92 seconds of talking.

Yup, you’re reading that correctly. Basically a minute and a half. That’s it.

(I’ll post a link to the research in the comments)

This came as a shock to me and to damn near everyone I’ve ever shared this with. 92 seconds. Just 92.

But the deal is that we, as providers, must LISTEN.

We must stop interrupting, even if that interruption is done with the best intent, like to clarify the type of pain or location. We must just listen.

Believe me, it’s tough.

But when we don’t listen, the patients often feel like they weren’t heard. If they weren’t heard, there’s absolutely no way they were understood. And therefore their disease couldn’t be accurately diagnosed. And that can be a scary place to be.

But when you spend 92 seconds listening, patients often run out of steam. They feel heard. They “get it all out”, and the mood totally shifts. They put down their hackles. It’s no longer a fight for time.

Just 92 seconds.

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So what does this have to do with baseball?

Well about a year ago I taught this concept of listening for 92 seconds at the largest chiropractic conference in the world, called Parker Seminars Vegas.

After my talk a gentleman came up to me. He said that when he’s not treating patients, he works as a baseball umpire.

He said over the last 5 years, many more parents and coaches have unfortunately engaged in physical alterations with the umpire when arguing a call.

And since nobody became an ump to get beat up, he said this shift has resulted in a huge shortage of umpires in his area.

This became a huge problem since you can’t have competitive games without umpires.

So last year, the baseball organization hired a group to come in and train the umpires to quell issues before fights broke out. Yelling is acceptable from coaches, but fist fights aren’t.

The keystone to this “baseball-specific” training: They were taught to just LISTEN.

And guess how long they were taught to LISTEN for???

90 seconds.

Coincidence?

Great news: This gentleman reported that since the umpires have started listening, uninterrupted, for 90 seconds to a coach who is HOT about a call, magic has happened…..

Not a single fight has occurred. Not even one.

There’s still yelling and arguing and screaming. There’s still wild disagreement about whether the runner was safe or out.

But there’s been no physical violence.

Almost as if that when the coaches are heard, they lower their hackles. Just a little. Just enough. Just cuz they were heard.

92 seconds. Try it.

—————————————————————————

And if you’re a healthcare provider, I’d love to have you join our workshop where we train on this concept and others. We stack up these research backed concepts with automated software to create the greatest possible patient experience. This results a wild increase in patient trust.

And when we have trust- after just 92 seconds- we can change the world of healthcare.