Dr. Aleksandra Shopova
Specialist Obstetrician and Gynecologist
@ HealthBay / DUBAI
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Doctors should master the art of communication with patients
“The selection of high-quality medical staff is of utmost importance. Not less important is the training of staff and explaining the mission, vision and the goals of the institution. I referred to the training in proper communication, communication skills and handling and problem solving in an effortless manner. They need to understand that the patient satisfaction is the imperative”, says Dr. Aleksandra Shopova.
Dr. Aleksandra Shopova is a Specialist Obstetrician and Gynecologist at Cooper Health Clinic in Dubai and is ranked among the top players of the best doctors in Dubai. Dr. Aleksandra’s leading goal is to provide her patients with top-quality care in a patient-centric, calm and compassionate fashion. In addition to providing medical care of the highest standards, she provides a distinct focus on the importance of the patient-physician relationship.
In her professional career of 20 years professional experience, she has worked at the University Clinical Centre, the Special Gynecology and Obstetrics Hospital Mother Theresa, the First Private General Hospital Re-Medika in Skopje, North Macedonia, and at the University Medical Centre Ljubljana, Slovenia.
Тhe interview with her was a great challenge for us, both because of the specifics of her specialization and because of her art of communication with patients.
What is the secret of your success as a gynecologist in Dubai?
I believe it is the result of few factors or elements that have enabled me to quickly adjust to the environment and the market. They are my previous experience in healthcare ranging from public to private hospitals in Macedonia and most importantly, at the University Clinical Centre of Ljubljana. UKC Ljubljana is where aside of receiving the exceptional level of training in operative gynecology, I mastered the art of communication with patients.
Another important factor is being able to understand the market and to offer services that were not available or were just within the initial form of availability. But, maybe most important are the love and enthusiasm I have for my profession. My goal is always providing the highest-level of medical care and services.
There is nothing more satisfying than the smiling face of a patient and gratitude for the provided care and treatment. Of course, all the above would not have been sufficient if I was not granted the setup and the trust by my employer and the continuous support and appreciation of my work.
Besides highest standards in providing medical care, what else is important for patients to have a positive experience with medical care?
Many factors. The esthetic as well as the functional elements of the setup; the service provided from the moment of parking the vehicle, through welcoming reception, knowledgeable and kind nurses, efficient appointment management without delays, completion of requested tests, all the way up to smooth billing. Once all the requested test reports have been received, they are followed by an equally important part: discussion of the results.
At that point all of the reports and conditions should be explained in simple and understandable language. All treatment options should be explained with their cons and pros and the best management plan should be proposed. The final decision should be based on the informed consent and a plan should be set up. Regular check-ups on the patient progress and reminders of future visits should be arranged as well. The patient is to leave the clinic being convinced that the best medical care is provided and that all of his/her needs are being taken care of.
Your specialty is women’s health. Do women take enough care of their own health, i.e. how do they usually react when they hear that they have a female disease? How do you communicate bad news?
In Dubai women take a satisfactory level of care of their own health, but it is always beneficial to check the status of the required screening tests and to send regular reminders.
Communication of bad news is part of the job and it has to be carried out with maximum compassion. The condition must be explained in person and never via mail, phone or other type of communication. It must be communicated in simple language and an efficient management plan following international guidelines to be proposed. The patient is to be offered all of the required support while managing and treating the condition.
What do you find important when you communicate with patients with hormonal disorders, given that it affects their mood, behavior and emotions? Does emphatical approach help?
Definitely. All of the options and perspectives should be discussed with the patient prior to getting to the mutual agreement on the treatment plan. In my opinion that is the only successful approach.
What is genital aesthetics?
Genital aesthetics consists of many aesthetic procedures with the final goal of achieving an optimal aesthetic and functional effect. Similar to the facial aesthetics, it involves injectables (various fillers, PRP with or without hyaluronic acid, Botox), various laser procedures, RF and many surgical procedures focusing on the visual appearance and function of the genital female organs.
Why do patients decide on such an operation? What would you say, mostly influences their decision?
Most of the time it is the lack of satisfaction with the visual appearance of their female parts, but equally often with the function. These procedures, when properly applied, can improve the confidence of the patient and the sexual gratification of both partners.
Patient experience is created through interactions not only with you as a physician, but with your nurse, healthcare administrator and others as well. Do you agree with that? If so, what do you think could be done to empower all involved, in order to deliver excellent patient experience?
I have already mentioned the importance of the comprehensive service above, in my answer to the second question. I totally agree with you.
Selection of high-quality staff is of utmost importance. Not less important is the training of staff and explaning the mission, vision and the goals of the institution. When I mentioned the training, I referred to the training in proper communication, communication skills and handling and problem solving in an effortless manner. They need to understand that the patient satisfaction is the imperative.
On the other side, the staff has to be shown the appreciation for what they are doing and the individuals demonstrating exceptional service should be awarded. The communication between the doctor and the supporting staff must be respectful, in my opinion.
Do you still have fun being a doctor? Do you think that the well-being of medical staff, their satisfaction level and happiness, drive patient experience?
I do and I hope I will never stop having fun!
I am absolutely convinced that all that you have mentioned drives the patient experience. That is exactly why it is so important to invest in the well-being and happiness of the medical and supportive staff.