The Central Scientific Research Institute for the Organization and Informatization of Healthcare of the Ministry of Health of Russia has compiled guidelines for organizing an appointment with a doctor, including through public services and unified regional call centers.
A document that is more than 50 pages published on the website of the Central Research Institute of Health Organization and Informatization. The guidelines explain what should be the order of interaction between doctors and employees of medical institutions with patients, as well as the schedule, routing of patients when making an appointment.
Also, the document contains unacceptable appeals and phrases when communicating with people, which can show the indifference or indifference of the employees of the medical institution to the problem and to the person. The document does not allow value judgments, insults, including hidden ones.
The training manual contains “phrases-provocateurs” and examples with which they can be replaced. The research institute has developed special speech modules that will help the medical worker competently build a response to any objections, clearly and convincingly articulate the benefits of a particular proposal, and easily and painlessly work with complaints.
For example, it is recommended to address the patient by name and “you”, or in a neutral way, in particular, “please say”. You should not use such addresses as “woman”, “girl”, “young man” and so on.
Also, phrases provocateurs include: “no”, “no”, “impossible”, “it will not work”, “your problem”. They are proposed to be replaced: “it will work only if”, “in our case it is only possible”, “I propose”, “our question”, and so on.
Employees of medical institutions should not use diminutive words when communicating with patients, such as “a second”, “agreement”, as well as the phrases: “you did not understand”, “you do not hear me.” It is better to replace the latter with: “I mean”, “I want to say”.
The manual recommends never telling the patient: “I can’t do anything”, “I can’t help you”, “it doesn’t depend on us”, as well as “you must”, “you will have to”. Also, medical staff are invited to abandon the accusatory phrases: “I don’t know who told you this”, “it’s not me who advised you incorrectly”, “what do we have to do with it?”, “You are confusing something”, “this is not our guilt”, “of course you will excuse me, but”, “why did you do this?”, “I already told you”, and so on.
The following options were offered as hint phrases: “I want to draw your attention to what”, “in this case you should”, “I recommend you”, “let’s see what can be done”, “we will understand the current situation” , “We apologize” and so on.