Uncovering Provider Needs

SESSION 5

Session 5: Objectives

Learn new techniques you can use to uncover providers unmet needs

Practice using these techniques to engage in a more open dialogue with providers

Uncovering Provider Needs

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What is the difference between open-ended and closed-ended

questions?

What is the difference between open-ended and closed-ended

questions?

Discuss:Discuss:

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Open-ended and closed-ended questions get different results – and feel different to providers

► Expand the dialogue► They invite the other person to

tell you more

► End the dialogue► Only get you the specific answer

you’re asking for (at best!)

Open-ended questions…

Closed-ended questions…

► You care about their opinions and feelings

► You care about what they think is important

How it feels to providers

► You see them only as a source of information

► You are judging them (answer is right or wrong)

How it feels to providers

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Open or Closed?

►Do you insert IUDs?►How many patients ask for injectables?►Are you satisfied with injectables?►Do your patients ask for IUDs?►Do you counsel for IUDs?►Have you heard of Medabon?►Do you use Medabon?►Do you use MA drugs?

How can we make this questions more open?

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Tips for Asking Open Questions?

►How do you …..?►What has been your experience with……?►What is your opinion about …….?►How do you feel about …….?►When do you ………?►Describe …..►Tell me about …….►For which type of clients do you……?►What would happen if ……?

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Example questions to ask to uncover needs

If the provider is currently at the “interest” stage…Opportunity: Which clients do you think this might help the most? Which clients are telling you that they're interested in trying this?Ability: How comfortable do you feel with starting to do this? What other training or information do you think you need?Motivation: What do you think would happen if you went ahead and tried this with one client? How do you feel about trying it?

If the provider is currently at the “interest” stage…Opportunity: Which clients do you think this might help the most? Which clients are telling you that they're interested in trying this?Ability: How comfortable do you feel with starting to do this? What other training or information do you think you need?Motivation: What do you think would happen if you went ahead and tried this with one client? How do you feel about trying it?

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►Form groups of 3 people

►In each group,► One person should be the Medical Detailer► One person should be the Provider► All others should be Observers

►Providers should quickly read one of the Provider Cards to understand their role. Do not share the card with anyone else!

►Medical Detailers should ask open-ended questions to uncover:► What stage of adoption is the provider in?► What are the needs that are preventing the provider from moving to the next

stage?►Observers:

► Count the number of open-ended and the closed-ended questions asked► Give feedback to the Medical Detailer on what worked and what didn’t

►After 5 minutes, switch roles

►Form groups of 3 people

►In each group,► One person should be the Medical Detailer► One person should be the Provider► All others should be Observers

►Providers should quickly read one of the Provider Cards to understand their role. Do not share the card with anyone else!

►Medical Detailers should ask open-ended questions to uncover:► What stage of adoption is the provider in?► What are the needs that are preventing the provider from moving to the next

stage?►Observers:

► Count the number of open-ended and the closed-ended questions asked► Give feedback to the Medical Detailer on what worked and what didn’t

►After 5 minutes, switch roles

Exercise: Practice Using Open ended questionsExercise: Practice Using Open ended questions

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►Review the Provider Strategy Planner

►Complete the Uncovering Needs section of the Provider Strategy Planner based on what you know about this provider

► Do not go further right now!

►Share it with the group

►Review the Provider Strategy Planner

►Complete the Uncovering Needs section of the Provider Strategy Planner based on what you know about this provider

► Do not go further right now!

►Share it with the group

Exercise: Using Provider Strategy PlannerExercise: Using Provider Strategy Planner

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Uncovering Provider Needs Session Recap

How it feels to providers

Open-ended questions can help you to expand the dialogue

Open-ended questions allow you to discover more about provider needs and practices

Open-ended questions can uncover needs related to opportunity, ability, and motivation

It can be hard to ask open-ended questions!