Shaking, sweating, blood pressure through the roof: It's no surprise the anxious patient may avoid going to the doctor. When they do go, they may forget the questions they wanted to ask as well as the details of the appointment, leaving them more confused, humiliated and frustrated than before. Even a routine physical can induce panic, since there's potential to hear bad news. Anxious "what ifs" flood in, and any Google search of symptoms will quickly confirm the likelihood of disastrous health outcomes.
As a physician, this may mean extra appointments, phone calls and time spent reviewing information and addressing concerns. But knowing how to calm a patient down who's experiencing this anxiety can make the appointment more productive and pleasant for everyone involved. Fortunately, you have a wealth of helpful strategies available to you.
Ease patients' anxiety with a calming office environment
Often overlooked, the office environment and processes that happen before the patient sees the doctor may be the opposite of healing comfort. Waiting room chairs that are too close together, loud spaces where conversations between staff and other patients are easily overheard and extended periods waiting alone in a gown without any distractions are only a few of the many recipes for patient anxiety. By the time you actually get in the room, the stress can be overwhelming, and carrying out the exam may be a challenge. Consider your office environment and whether you could make any of the following improvements.
1. Offer a warm reception
When patients come in, greet them warmly with a smile. Cold, grumpy and overworked front office staff with a desk full of chaotic papers do nothing to calm an anxious patient.
2. Make the waiting room welcoming and comfortable
Consider displaying calming, attractive and cheerful artwork. Dark, old and stained furniture doesn't instill confidence in the quality of the medical practice. Invest in comfortable seating, and instead of stuffing patients side by side, arrange your chairs in small groups separated by tables.
3. Offer productive distractions
News programs and talk shows, although distracting, don't contribute to a healing atmosphere and often have inappropriate content. Instead, play short educational wellness videos. Alternatively, you might play quiet, soothing music in the background or install a fish tank. Eliminate or minimize the chaos of the area that contains flyers and coupons so it doesn't look like a giant, messy pharmaceutical advertisement.
4. Manage timeline expectations
Wait times can't always be controlled, but keeping patients updated can reduce their frustration.
5. Consider a concierge
For large practices, a waiting room concierge can be a great way to engage patients, helping them use the time spent waiting to set an agenda for their appointments and write down the questions they're hoping to discuss with their physicians.
