More on polite patient interaction while integrating the computer into the visit

Several weeks ago I wrote here about a panel in which I participated on the topic of cancer survivorship.

Afterward, a doctor came up to me, knowing of my interest in EHR technology, to tell me of an interaction he had with a neighbor. His neighbor knocked on his door one evening, asking if he was home. His wife ushered her in, and she proceeded to tell her tale of a newly diagnosed, localized breast cancer. She had been evaluated by a local oncologist with a superb reputation. All she remembered, however, was that "he paid more attention to the computer than he paid to me." The doc arranged for his neighbor to be seen at a referral center, and gave the new consultant a heads-up not to use the computer during his interaction.

I suspect that we will hear more stories like this. In all fairness, it's possible to ignore and be rude to patients in a paper-based world. I can remember leafing through thick hospital records as I sat across from patients in my training and when entering a new practice situation. I didn't always communicate to the patient that their words and concerns were top of mind.

Again a reminder that integrating the computer display into the patient interaction is important, (as discussed here and here) and is a learned skill. Patients should be able to observe and participate in the data entry if we choose to do it during the visit, and the computer should be introduced as an integral part of the consultative visit.