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Archive November 2020 XXI, No. 11

Ideas That Work: Personal Connections

Key Questions Build a Rapport With Patients

Bill Willis
WELCOME HOME The staff at Vance Thompson Vision goes above and beyond to make their patients feel like family.

In order to connect with patients and give them an experience that is second to none, we follow a process called FORD (family, occupation, recreation and dreams). It all begins with a staff member's first meeting or phone call with a patient. They ask the patient about their family, if they have a nickname, what they like to do for fun and what they do for work. In most circumstances, patients willingly share these details, which are then recorded in their chart. Staff are able to reference the information throughout the patient's time with us and start conversations about important aspects of their life. It's a way to put them at ease and get to know them on a more personal level. I remember sitting with a patient one time during a procedure and he said, "You know, I never knew I could come to a place and feel so good about finding out I had something wrong with my eye." Vance Thompson Vision desires that every patient have that type of experience and we strive to make it happen for each person who walks through our doors.

Bill Willis, RN
Vance Thompson Vision
Sioux Falls, S.D.

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