Your next patient or client will want you to:
- Smile (23.2%);
- Be friendly, personable, polite, respectful (19.2%);
- Be attentive and calm, make the patient feel like a priority (16.4%);
- and make eye contact (13.0%).
Showing up this way for every patient has to be a habit. Essentially you need to be “present or “mindful”. The issue of mindful practice has also been the focus of academic interest:
In 2008, the authors conducted in-depth, semistructured interviews with primary care physicians .. mindfulness skills improved the participants’ ability to be attentive and listen deeply to patients’ concerns, respond to patients more effectively, and develop adaptive reserve. Academic Medicine.
To make a habit of showing up in this way it may be worth considering deploying a ritual.
Hurdler Michelle Jenneke has her famous warm-up dance, long-jumper Fabrice Lapierre competes with a gold chain in his mouth, Usain Bolt points to the sky before breaking yet another world record, while Michael Phelps blasts Eminem to fire him up before hitting the pool. My body+soul
Consider the distinction between a habit and a ritual:
An acquired behavior pattern regularly followed until it has become almost involuntary: the habit of looking both ways before crossing the street.
An act or series of acts regularly repeated in a set precise manner.
Rituals support habit and focus. Rituals support you to repeat habits and create new behaviour patterns over time. Daily rituals can support you to make new habits stick. You can move from doing something that might take a lot of effort, to it becoming almost automatic or done unconsciously. Mary- Ann Webb
Establishing a ritual can be the prelude to a habit.
The term ritual refers to a type of expressive, symbolic activity constructed of multiple behaviors that occur in a fixed, episodic sequence, and that tend to be repeated over time. Ritual behavior is dramatically scripted and acted out and is performed with formality, seriousness, and inner intensity. Rook, Dennis W. (1985), “The Ritual Dimension of Consumer Behavior,” Journal of Consumer Research, 12 (December), 251-264.
The pathway goes from behaviour, to ritual and then to habit. Charles Duhigg spoke of the ‘habit loop’.This loop has three components:
- The Cue: This is the trigger that tells your brain to go into automatic mode and which habit to use.
- The Routine: This is the behaviour itself. This can be an emotional, mental or physical behaviour.
- The Reward: This is the reason you’re motivated to do the behaviour and a way your brain can encode the behaviour in your neurology, if it’s a repeated behaviour.
All habitual cues fit into one of five categories: location, time, emotional state, other people, and immediately preceding action. An immediately preceding action is the most stable cue because it’s triggered by an existing habit. So to build a new habit match it with an old habitual cue.
B.J. Fogg, asks:
“What does this behaviour most naturally follow?”
To implement this technique, decide on an existing habit and complete the following sentence:
“After I [EXISTING HABIT] I will immediately [NEW HABIT]”.
Therefore to make a habit of being present for the next patient the “cue” is when you terminate the previous consultation.
The “routine” or ritual: At the end of one consult you might close the notes, tidy your desk and wash your hands. Metaphorically you also wash the previous consult out of your mind. This has physical and psychological components.
Then when you are happy that the previous consult no longer lingers in your thoughts proceed to the next consult, stand in a specific spot, call the patient, introduce yourself and smile. Shake the patient’s hand. Walk with them to the consulting room. Don’t start the consult until you make eye contact. How the patient responds to such a greeting is the “reward“.
Picture by Rob Bertholf