Neil H. Baum, MD

GRU Contributing Editor Neil H. Baum, MD, Professor of Urology at Tulane Medical School, discusses how small changes can have a big impact on a urology practice. He notes the importance of how patients are greeted on the phone, since that is their first impression of the practice. He suggests that practices can improve both the patient experience and efficiency by directing patients to the practice website before they even come to the office. Dr. Baum then highlights the importance of demonstrating empathy and actively listening to patients without interrupting. He also emphasizes the effect that a follow-up phone call can have after the patient has a procedure, even when delivering negative results. According to Dr. Baum, these small actions ripple out and create a butterfly effect across a practice, producing dramatic positive outcomes for patients.

In the second of a two-part series, GRU Contributing Editor Neil H. Baum, MD, Professor of Urology at Tulane Medical School, offers more suggestions on how to deal with poor medication compliance, noting the impact of non-compliance on morbidity and disease progression. He first discusses the use of technology-smart amber vials that help patients take their medications on time. Dr. Baum also identifies companies that are offering help to patients with medication compliance, including PillPack.com, Walgreens, and even Google/Alexa search. He further recommends prescribing one pill for multiple medications, something urologists will be familiar with, having used alpha blockers and 5ARIs for years. Dr. Baum also notes that the future of medication will simplify this problem with the introduction of 3D printed personalized polypills, and illustrates the changes with a case study.

In the first of a two-part series, GRU Contributing Editor Neil H. Baum, MD, Professor of Urology at Tulane Medical School in New Orleans, Louisiana, discusses poor medication compliance, which is linked to 125,000 deaths per year, and what doctors need to do to keep patients safe. He details reasons for poor compliance, including patients trying to save money and confusion due to the multiple medications prescribed, especially for old patients. Dr. Baum suggests supplying patients with a wallet card to list all their medications, checking in with patients with open-ended questions about how they are handling their medications, and providing patients with credible educational materials. He further recommends providing patients with a cost comparison for their medications, helping them save money and avoid non-compliance due to them searching on their own for cheaper options. Dr. Baum also notes that partnering directly with pharmacists can improve adherence by 66%.

GRU contributing editor Neil H. Baum, MD, Clinical Professor of Urology at Tulane Medical School, offers five more suggestions of things to never do in a urology practice. His first recommendation is to never reprimand an employee in front of a patient and he offers advice about how best to handle the reprimand. Second, he highlights the importance of never failing to return a phone call or email because even if you do not have the promised information yet, you want the message to your patient to be nothing falls through the cracks. He also emphasizes the importance of never being late to see a patient and never apologizing for making a mistake, rather seeing it is an opportunity for improvement. Lastly, he advises that doctors should never answer their phone when with a patient and that they should request the same from their patients. Dr. Baum stresses that the bottom line is to give every patient as positive an experience as possible.