How to build a better patient experience with Doctor Mike

Author Doctor Mike/Dr. Mike Varshavski

Author bio: Dr. Mike Varshavski, known as “Dr. Mike” online, is a family medicine physician and health and lifestyle personality.

Patients are demanding more from their healthcare experiences than ever before. 

How do you create better patient experiences when the demands on healthcare systems are more intense than ever? 

Here’s the hard truth: patient experience isn’t just a nice bonus. It’s an essential component of patient care. 

In the face of mounting pressures, meeting expectations may feel daunting for care teams. 

At its core, real change in patient care begins with a profound shift towards innovation, empathy, and understanding. And the good news is, we’re already seeing the building blocks of that transformation taking shape. 

I was recently featured in an NRC Health webcast examining the future of the patient experience. I dive into how clinicians can balance human understanding with the very real pressures of contemporary healthcare delivery.  

Drawing on the voices of my nearly 23 million followers underscored the transformative power of prioritizing human connection in healthcare. 

From my time as a physician and advocate for improving healthcare, I’ve seen firsthand how small, intentional changes can create extraordinary patient outcomes. 

Let me walk you through how to demonstrate empathy and communication to spearhead the revolution of healthcare interactions for both patients and providers. 

Watch Dr. Mike’s webcast on NRC Health here to hear how he is igniting a better patient experience. 

Medicine is about relationships, not just prescriptions. Patients want to feel they are being heard and understood. 

It’s time for healthcare organizations to have a shift in mindset. Both patients and providers benefit when they adopt a two-way partnership model.

Here are six actionable steps that I’ve found essential for ensuring patients feel valued and supported during their healthcare journeys.

1. Be human first, doctor second

AI has already provided measurable improvements for patients. Predictive analytics can help identify patients’ conditions, and AI has even helped optimize patient workflows. 

Today, AI can predict which hypertension patients are more likely to benefit from a specific medication, reducing unnecessary prescriptions and preventing adverse events.  

However, technology has its limits. No patient wants their doctor to come in and be a robot.

When doctors stare at the computer screen for EHRs and type—even though they might be doing the right thing by listening intently and documenting the encounter—it can come across as if the doctor is speaking robotically to the patient. 

Whenever possible, complete administrative work outside the patient encounter so they don’t feel overshadowed by a computer.

For instance, the physician could say, “You’re important to me, so I’m going to focus completely on our conversation. After we’re done, I’ll input our notes and checks into the system.”

The fact that the physician is acting robotically creates an issue in the patient’s mind. It gives the impression that the doctor is not fully caring about them as another human. 

When you walk into a room, remember that before you’re a doctor, you’re a human being. 

Lead with empathy, compassion, and understanding. Patients want to feel cared for as individuals, not just as cases. 

Instead of immediately jumping into clinical matters, start with a genuine, “How are you feeling today?” and mean it. 

Research has shown that human connection is essential for creating trust and building effective doctor-patient relationships.  

Patients who feel genuinely heard by their physicians are more likely to follow treatment plans, actively participate in their own recovery, and trust the care process.  

I can’t tell you how many of my patient encounters are less medical and more and more often human. 

Hospitals can still use tools like conversational AI to schedule appointments or document care plans.  AI automation should give doctors time to focus on their most critical task—connecting with patients.  

Empathy is cannot be automated. 

2. Set expectations early with patients

Healthcare organizations need to simplify patient touchpoints. 

Educate patients early in the visit about the process so they understand how treatment will unfold and align their hopes with reality.  

Misaligned expectations are a common source of dissatisfaction. 

Right at the beginning of the visit, explain how the process will work, what you hope to accomplish, and what might require follow-up. This transparency builds trust and shows you respect their time.

A physician could say, “I’ll need to spend the first 10 minutes understanding your history, and then we’ll talk about a treatment plan. If we don’t address everything today, we’ll schedule a follow-up to ensure nothing is missed.”

Even small adjustments, such as displaying the care team’s names and titles on boards or providing digital educational content, build trust.

The little things go a long way. Think about it: When patients are hospitalized, they often don’t see the sunlight. 

They lose track of time—what time it is during the day. They lose their sense of where they are, especially if they are older, and they have issues maintaining good cognition.  

Also, be proactive outside the hospital room. 

If I try to prescribe a medicine for a patient or a diagnostic modality, I don’t know the costs of these things. The costs are often hidden and negotiated differently by each insurance company with unique hospital systems. 

It becomes impossible for doctors to formulate a budget-friendly plan for a patient.

We can compare pricing for any other healthcare system that is not insurance-based. 

For example, cosmetic surgery. We can call multiple offices, compare prices for a nose job or some other procedure—say, liposuction—and get prices and do a comparison shot. 

In healthcare, this is nearly impossible to do. 

Then doctors wonder why patients are upset with the cost of healthcare because they’re not in control. The idea of empowerment is really just a hallucination in the corporation’s mind. 

Because if I’m empowered, I know the cost of things.

If I’m empowered, I’m able to have choice in things. 

If I’m empowered, I get my questions answered. 

But if I need to wait 30 minutes to get a simple question answered, or I have no idea how much things cost, the idea of empowerment is just a mirage.

3. Empower the patient self-service options

One of patients’ greatest frustrations is inefficiency—from long wait times to disorganized records.

That’s why convenience is a driver of improved patient satisfaction. Improvements to routine interactions like scheduling, prescription refills, and payments can go long way. 

Digital self-service tools can reduce stress and waiting times, improving the overall experience. 

Here are ways you can incorporate self-service options for patients: 

• Online appointment scheduling: Allow patients to book or reschedule appointments via an app or website. 
• Patient portals: Secure platforms where patients can access medical records, lab results, or post-discharge instructions. 
• Telemedicine: Offer virtual consultations, particularly for minor ailments or follow-up care, as a way to improve access and save time for both patients and providers. 

Healthcare organizations can take this one step further.

• Implement data integration, so patients don’t have to repeatedly fill out forms when referred to specialists. 
• Use AI to predict patient flow during peak hours and allocate sufficient staff accordingly. 
• Provide upfront pricing transparency to reduce surprises when patients receive their bills. 

An efficient system frees up time for both healthcare providers and patients alike, letting everyone focus on what matters most. 

4. Focus on the patient’s primary concerns 

Time is limited, so make sure you address what is most important to the patient. 

Often, patients come in with a primary concern that might not match the initial reason listed in their medical record. Prioritize their immediate worries before moving on to other matters.

Physicians could say something like, “Your chart mentions high blood pressure, but I see you’re most worried about your sciatica pain. Let’s tackle that first.”  

A good step is to write who your doctor and nurse are on a board. 

But that’s not enough. 

Can healthcare systems start displaying images of doctors on screens and making sure patients are aware of who is coming in? 

Can we set up a schedule so they can set expectations around when this doctor will come in? 

Can we write their history and educational background so the patient becomes more familiar with them? 

These little trust hacks are valuable and can help familiarize patients with their hospitalist before they walk in. 

It can’t be just some afterthought. There has to be an intention behind this. 

If you make it accessible to the patient right by their bedside, they have a schedule of when approximately the doctor will come in, so we don’t need to put specific time pressures on the doctor.

5. Be present and practice active listening 

Every patient interaction is unique and often unpredictable. 

Being fully present in the moment allows you to respond authentically to their needs. 

A warm smile, active listening, and simple acknowledgment of their emotions can set the tone for a positive interaction.

Practicing improvisation skills (like those taught in improv classes) can help doctors intellectually and emotionally engage with the unexpected.

Silence your phone and avoid focusing on technology when you’re in the room. Make eye contact and show you’re genuinely attentive.

Avoid using medical jargon or rushing through conversations. Here are ways to improve communication with your patient: 

• Translate complex medical terms into simple, actionable steps. 
• Ask questions and listen actively to patients’ concerns. 
• Personalize your language. For instance, avoid generic statements like “Take your medication regularly.” Instead, say, “Taking this pill twice a day means you’re protecting your heart.” 
• Train employees to use empathetic language and mirror open body language during patient interactions. 

When patients feel informed, they’re empowered to take control of their health more confidently.  

6. Use patient experience scores to reevaluate and follow up

At the end of your visit, check in with the patient to ensure their main concerns were addressed and their expectations were met.

You can also use patient satisfaction scores. 

Patient satisfaction scores are a tool that can bring benefits and improve the way we practice healthcare. If there are gaps seen in the patient satisfaction scores, leverage it to set a plan for follow-up. Showing that you care about their long-term well-being fosters trust.

Patient scores can highlight serious gaps, but relying on them solely risks incentivizing short-sighted practices, like ordering unnecessary tests to please patients. 

Instead, use them to spark constructive changes that balance excellent care with realistic, thoughtful decision-making.  

This is why creating an empathetic workplace culture can help. 

• Host regular team meetings to share feedback and brainstorm solutions to common patient complaints. 
• Celebrate success stories to remind caregivers of their positive impact on lives. 
• Provide opportunities for employees to de-stress, like mindfulness workshops or wellness programs, to combat burnout. 

7. Advocate for your patients 

Beyond individual visits, part of enhancing the patient experience involves addressing systemic barriers. 

Acknowledging patients’ unique needs significantly elevates their experiences. For example:

• Design care plans that align with a patient’s lifestyle. For instance, adjusting a morning medication to be taken after a shift for a night worker. 
• Encourage doctors to inquire about non-medical factors, such as a patient’s family or stress levels, to create customized recommendations. 

By recognizing patients as people, not numbers, healthcare providers can foster trust and give them greater control over their health journeys. 

Whether it’s improving access to care, simplifying procedures, or providing clear pricing, strive to make healthcare more transparent and humane on an organizational level.

For instance, if your patient struggles to afford medication, connect them with social workers or programs that can provide assistance. 

Small actions like this can make a meaningful difference.

At its core, it’s about people. Leading with the human-first philosophy allows us to work towards outcomes that extend beyond metrics, fostering genuine healing and understanding.

By putting these practices into action, providers can reshape the healthcare experience into something transformational.

Technology should never diminish healthcare’s most important element: the human relationship.  

Improving patient experience is about leading with a human-first mentality. Doctors need to understand why the patient is there and be present at the moment. 

Remember – the patient comes first, not the computer. 

Unplug from technologies. Get to know the patient. And check in with them after you’ve given the patient treatment. 

Watch Dr. Mike’s webcast on NRC Health here to hear how he is igniting a better patient experience.