One of the most valuable lessons from Malcolm Gladwell’s Blink has little to do with medicine—and everything to do with how patients feel about their doctor.

Research discussed in the book found an interesting difference in the way physicians with fewer malpractice claims communicated with their patients: they tended to spend a little more time with them and created opportunities for patients to ask questions.

But here’s the important part: giving patients more time doesn’t necessarily mean they will use it.

One of my podiatrists has incorporated this concept into every patient encounter, and it has been a game changer.

At the beginning of the visit, he essentially sets the agenda:

“I’m going to ask you a series of questions about your foot or ankle problem, examine you, and review your X-rays. Then we’ll make sure we leave time at the end for any questions you have.”

He then conducts a focused, efficient visit.

And what happens when he gets to the end?

Most patients don’t have any additional questions.

Why? Because they’ve already been reassured that they will have the opportunity to ask them. They don’t feel rushed. They aren’t worried that the doctor is about to run out the door. And because the visit has been structured clearly, many of their questions have already been answered along the way.

The Pinnacle Perspective

Efficiency doesn’t have to feel rushed.