Why Patients Change Doctors And What You Can Do About It

While it somewhat common for doctors to fire uncooperative or nonpaying patients, the reverse can happen, too: Patients can become dissatisfied with their current doctors and switch to new ones. Obviously, this isn't good for a physician pocketbook or reputation.

Sometimes, there nothing you can say to departing patients besides wishing them well. But, in other cases, you can take control over the issues driving them out the door and make needed changes.

7 Reasons For A Switch

So why do patients switch to a new doctor? Here are seven reasons you should know about:

1. Declining confidence. Most patients take their physicians' competence for granted. But if, after an office visit, a patient feels uneasy about the doctor decisions and recommendations, he or she may head for the door and not return. It hard to admit one professional shortcomings. Yet if you feel as if you're not projecting an air of certainty when making diagnoses, it may be time to brush up on your communication skills.

2. Practice knowledge is out of date. It daunting for physicians to keep up with the latest findings in their fields of medicine. Nevertheless, you must do so, and convey your efforts to your patients. Beginning a recommendation with I just read in the New England Journal of Medicine that ... can make a big difference.

3. Doctor doesn't listen. An office visit shouldn't leave a patient feeling that he or she has no choice but to accept the doctor recommendations. Patients should have your undivided attention and feel comfortable raising questions. Something is wrong if the patient feels demeaned or foolish for speaking up. Be sure that you're welcoming each patient as an active participant in managing his or her health, and listen to what your patients have to say.

4. Practice seems disorganized. Physician practices can be very busy places, but they shouldn't appear disorganized and confused. For example, telephone calls shouldn't be returned late (or go unreturned). Or it shouldn't take several calls to make an appointment or request a prescription refill.

In some practices, patients spend too much time in the waiting room and then sitting alone in the examining room. Another big no-no is having error-ridden personal records and insurance forms. And your staff needs to be clear and consistent regarding your practice policies for everything from making appointments to paying bills.

5. Desired amenities are missing. The quality of the practice medicine may be excellent, but lacking just a few key features may alienate some patients. The office location, for example, may be difficult to reach by public transportation. Or perhaps it has inadequate parking.

Some practices may have inconvenient office hours or no extended hours. Maybe the doctor is unwilling or unable to communicate by e-mail. In the future of patient-centered medical homes, such amenities may be mandatory.

6. Doctor has poor bedside manner. The way a doctor deals with patients is critical. Patients aren't likely to stick with a physician who unsympathetic or disrespectful. They want a doctor who understands not only how to treat their medical condition, but also how it affects other areas of their lives.

With time, it possible to improve one bedside manner. An understanding, empathetic demeanor will help you both retain patients and improve their adherence to your medical directives.

7. Practice doesn't accept health plan. Many patients won't stay with a practice that charges more for the same care offered by another physician. This can happen if the practice doesn't accept the patient health plan or charges excessive out-of-pocket fees.

If you haven't already, establish a strategic goal of signing contracts with all major health plans typical to your market. A benchmark comparison of your practice fees will indicate whether you need to adjust them.

Turning Bad To Good

If you've noted any of the above issues in your practice, take corrective action as soon as possible. Start by becoming more alert to what patients are saying, both verbally and nonverbally, about their experiences. Send out regular patient satisfaction surveys and note specific problems and trends.

Also consider hiring an independent consultant to conduct periodic patient focus groups. Just as retail stores use mystery shoppers to uncover customer grievances, consider arranging visits by mystery patients.