Doctors and patients often complain about EMRs, often for the same reasons. Both say that doctors spend so much time on the computer, i.e., the number of clicks, taps, scroll up and down required to execute a routine task, or to find a result or report, doctors spend less time focusing on patient’s real needs of care.
Many doctors assume that an EMR system should simply mimic their simple paper processes; this concept has caused many of the problems associated with EMR today. The doctor needs to understand that EMR capabilities are far more beyond paper; it stands to reason there would be differences and complexity.
However, there are ways to integrate EMRs well into the clinical visit, to improve the doctor-patient relationship:
- Preview the patient’s history and current presentation in EMR: getting familiar with the pertinent chief complaint and other clinical information before greeting the patient
- Value the first minute by talking to the patient, not using or being busy with any technology
- Explain what you’re doing: be open about everything you’re doing with the EMR in the patient’s presence.
- Value the EMR: talk about the benefits of the EMR, use it as a useful tool for engaging patients; for example, let the patient look at the screening while you enter data, read and interpret lab results, and specialists’ reports. Always encourage the patient to ask questions and confirm the accuracy of information.
- Be positive: if you display negative emotion, it influences the patient, leaves a wrong impression of the visit. The patient will never complain about a lousy EMR but will remember the unpleasant clinical experience and a frustrated doctor.
- Keep eye contact: maintain it as much as possible throughout the visit. When a patient starts discussing a sensitive or emotional topic, always turn away from the screen and look only at the patient.
These practices can build trust with the patient, ensure the accuracy of the information entered into EMR, educate the patient, make the patient feels more participatory in their healthcare.
This is all so true. Patients may see the computer as interfering in their relationship with the physician. A great solution is to engage the patient with the use of the EMR so that the patient, and the family, see the EMR as a partner in their care. This can work very well with parents of peditric patients when they see the immunization history, growth charts, and other vital documentation.