Bedside Manner: How One Healthcare System Is Changing The Game In Patient/Provider Relationships

There’s no doubt about it—going to the doctor’s office can be an anxiety-inducing thing. You’re probably not feeling well, you’re not sure what’s going to happen, and you need care. And to add to the stressful things all piling up in your mind, if you’re part of the LGBTQ+ community, you might even be worried about whether or not the doctor will affirm your gender, pronouns, name, body, sexuality, or any other myriad of parts of your identity. Needless to say, the doctor’s office is stressful.

Thankfully, there are some hospital and care systems working hard to make strides in the relationship between care provider and patient. One of those networks is HealthPartners, the largest consumer-governed, non-profit health care organization in the nation. With its patient-centric system, HealthPartners is trying its hardest to put you on the right track for success, any time you need to visit the doctor.

Omar Fernandes (he/him) is a physician’s assistant who has been practicing family medicine at HealthPartners Clinic Eagan since 2018. Even though his path to finding his place in Minnesota is a bit of a winding journey—he says, “I’m originally from India and spent a significant part of my childhood in Kenya and Saudi Arabia. I studied psychology and anthropology at Macalester College before moving into the public health field and got my master’s degree in public health from the University of Minnesota,” he’s definitely in the right spot.

During his time at HealthPartners, Fernandes has been able to help many patients feel comfortable and seen, and of course, get better. He says, “I see myself as a helper of problem solving, partnering with the patient to make a robust plan of care.” Because Fernandes works in family medicine, he works with people of all ages and health conditions. Trust is built when doctors and healthcare workers see their patients as part of the team that is working to help them get better. Working with the patient instead of for them builds a stronger relationship.  

Building this trust within the healthcare system is imperative for overall health of the patient, and there are so many ways to help foster that trust. Fernandes says, “Our organization’s vision is health as it could be, affordability as it must be, through relationships built on trust. We want every patient to feel empowered to have a care experience that reflects their culture and values because it builds trust and can lead to better outcomes.” Respecting culture, feeling empowered, and understanding the necessity of affordability are all extremely important facets of a trustworthy system—healthcare or otherwise—and HealthPartners is definitely doing its part to build that system.

Fernandes also understands that health is a holistic thing. Taking care of someone’s body but not their mind (or vice versa) is not a sustainable way to practice medicine. He says, “As family medicine professionals, we’re set up to face any problem a patient brings to us, including mental health.” And if it is something that would require a specialist, HealthPartners is “also able to provide referrals and connect patients with the behavioral health care and services they need.” Taking care of a person’s whole being is part of what builds a trusting environment. Patients can walk into a HealthPartners facility and know that every part of them will be taken care of and acknowledged. He says, “Being welcome, included and valued is a basic human need and essential to health, well-being, and the overall strength of our community.”

Building trust with your community, especially one as important as a healthcare community, is crucial. A foundation of trust between provider and patient allows for better care, more specific and direct treatment, and of course, less stress. Fernandes says, “Every patient is unique and, ultimately, there because they’re facing a health issue. You need their trust to help solve the problem. I spend time in advance looking at a patient’s chart to understand their health profile and listen when meeting them. Somewhere in there is the answer, and patients will usually tell you what it is during the visit, if you ask the right questions.”

This level of trust can be even harder to earn within the LGBTQ+ community, since there is such a history of non-acceptance in the medical world. HealthPartners is doing everything they can to fix the mistakes of the past. Fernandes says, “we’re a place where members of the LGBTQ+ community can expect support and high-quality care at any our locations. Our organization provides a full range of health care, including gender-affirming care and mental health services. HealthPartners also has been a longtime supporter of Twin Cities Pride.”

And these aren’t just empty words—HealthPartners is doing all it can to actually ensure the comfort and care of queer patients. Fernandes says, “The organization values inclusivity and diversity, partners with the LGBTQ+ colleague resource group, and hosts colleague forums that explore topics such as gender identity.” With care providers truly learning how to be inclusive, there is so much more room for trust within the community. HealthPartners takes it even one step further, “The clinic check-in process has given patients more agency with their health chart, including the option to add their preferred names and pronouns. It’s their health record, and we want to make sure they know what’s on there.”

This dedication to inclusive care and trust within the queer community also comes from a personal place for Fernandes. He says, “As someone who is part of the LGBTQ+ community, I’ve had my own unique coming-out process over the years – whether with family, friend circles, work – all the big buckets of daily life. Our organization and everyone I’ve worked with have made me feel empowered and cared for. They’ve made me feel open and even more comfortable in my identity.”

Fernandes sums it up beautifully when he says simply, “People are more than the reason for their visit.” And this is why HealthPartners believes they should be treated as such. The road to building complete trust between provider and patient is not an easy one, but it is one that is important enough to strive for, every day. HealthPartners is doing a wonderful job in easing the tensions some patients feel in the healthcare system. It’s as straightforward as Fernandes puts it: “we’re here to listen to patients and partner with them on their care. At the core of my and the organization’s heart and soul, we do our best to provide a humble and dedicated effort to help our patients.”