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What is the best way to manage patient expectations?

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As a patient advocate, you play a vital role in helping your clients navigate the complex and often confusing healthcare system. You also have the responsibility of ensuring that your clients have realistic and achievable expectations of their care, treatment, and outcomes. Managing patient expectations is not only ethical, but also beneficial for their satisfaction, trust, and adherence. In this article, we will explore some of the best practices and strategies for managing patient expectations in the context of patient advocacy.

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1 Assess the situation

The first step to managing patient expectations is to assess the situation and understand the needs, goals, preferences, and concerns of your client. You can do this by asking open-ended questions, listening actively, and summarizing what you hear. You should also review the medical records, diagnosis, prognosis, and treatment options of your client, and identify any gaps, errors, or misunderstandings. By assessing the situation, you can establish a baseline of what your client expects and what is realistic.

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Tammy Ralls

AVP Quality and Safety Operations at LifePoint Health?
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How true! By asking a patient to share with you what the new medication they are on does and how it makes them feel gives 2 fold benefit; first checking thier level of understanding and secondly by having them "teach you" it makes them process the information for better retention.

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2 Educate and inform

The next step to managing patient expectations is to educate and inform your client about their condition, treatment, and rights. You should provide clear, accurate, and relevant information that is tailored to your client's level of understanding, literacy, and language. You should also explain the benefits, risks, alternatives, and uncertainties of each option, and avoid making promises or guarantees that you cannot keep. By educating and informing your client, you can empower them to make informed decisions and prepare them for possible outcomes.

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Tammy Ralls

AVP Quality and Safety Operations at LifePoint Health?
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Our patients are the "true" north for thier healthcare. they understand and are the expert in how they feel, what they are experiencing with thier health and past experiences. We simply MUST include them in the plan of care.

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3 Communicate and collaborate

The third step to managing patient expectations is to communicate and collaborate with your client and their healthcare team. You should maintain regular and respectful communication with your client, and update them on any changes, progress, or challenges. You should also facilitate communication and coordination between your client and their providers, and advocate for their best interests and preferences. By communicating and collaborating with your client and their healthcare team, you can build trust, rapport, and alignment.

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Tammy Ralls

AVP Quality and Safety Operations at LifePoint Health?
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Totally agree, the whiteboard in a patient's room is a great place to house this information. It should be used by all care providers as to what the plan is as well as having space for questions from patient and or family members.

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4 Support and empathize

The fourth step to managing patient expectations is to support and empathize with your client and their emotions. You should acknowledge and validate your client's feelings, concerns, and frustrations, and provide emotional support and encouragement. You should also help your client cope with any stress, anxiety, or disappointment that may arise from unmet or unrealistic expectations, and offer resources and referrals for additional support. By supporting and empathizing with your client and their emotions, you can enhance their well-being and resilience.

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Elena Tobin

With heartfelt devotion and empathy, I deliver timely, exceptional medical attention to every patient, making a positive impact. #OncologyNurse #PatientCare #ExceedingStandards #CompassionateCare #Dedication #QualityCare
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In my experience, if I sit at eye level with a patient and ask them to tell me their story and experiences with healthcare and caregivers along with exploring the support system, the patient opens up and talks. Sometimes knowing I will never judge I do not interrupt them when they are telling me about an experience regardless of how long it takes. I never take a phone call or check my phone. I actively listen empathatically with my heart. Some patients are just waiting for someone to listen and feel seen and heard. I provide emotional support and validation. Some are angry; some are pretending to "be okay." Establishing trust is imperative.

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5 Evaluate and adjust

The fifth step to managing patient expectations is to evaluate and adjust your approach and strategies based on the feedback and outcomes of your client. You should ask your client for their feedback on your services, their satisfaction with their care, and their perception of their progress and results. You should also monitor and measure the outcomes of your client's treatment, and compare them with their initial expectations and goals. By evaluating and adjusting your approach and strategies, you can improve your effectiveness and quality as a patient advocate.

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Tammy Ralls

AVP Quality and Safety Operations at LifePoint Health?
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Helping our consumers "patients" set realistic goals will also help them achieve. We also use this feedback for service recovery.

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6 Manage your own expectations

The sixth and final step to managing patient expectations is to manage your own expectations as a patient advocate. You should recognize and accept the limits of your role, scope, and influence, and avoid taking on more than you can handle. You should also set realistic and attainable goals for yourself and your client, and celebrate the small wins and achievements. By managing your own expectations as a patient advocate, you can prevent burnout, stress, and frustration, and maintain your passion and professionalism.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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What is the best way to manage patient expectations?

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3

4

5

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7

1 Assess the situation

2 Educate and inform

3 Communicate and collaborate

4 Support and empathize

5 Evaluate and adjust

6 Manage your own expectations

7 Here’s what else to consider

Patient Advocacy

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What is the best way to manage patient expectations?

1

2

3

4

5

6

7

1 Assess the situation

2 Educate and inform

3 Communicate and collaborate

4 Support and empathize

5 Evaluate and adjust

6 Manage your own expectations

7 Here’s what else to consider

Patient Advocacy

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感谢您的反馈

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