What I learned about patients after 100,000 eye exams
We are all patients. At some point in our lives, we all sit in the doctor’s chair. The level of trust from patients is quite remarkable when you think of it. In most cases, a patient has no idea about the doctor’s background. Nonetheless, they are willing to fully accept a recommendation, based purely on belief, that the doctor is doing what’s best for them.
I am blessed to be able to live on both sides of this relationship. I’ve probably been a patient, in some form or another, over 150 times. I am also the doctor for thousands of patients and have performed over 100,000 exams. Creating these doctor-patient relationships is one of the most rewarding aspects of my life. I have learned invaluable lessons over 16 years through these unique relationships. My patients and I have laughed and cried together, celebrated and consoled together, agreed and disagreed, and we have formed truly unique bonds.
I’d like to share some of what I’ve learned about patients over the years with the hope that everyone can take something positive from it.
- Each has their own set of emotions. Be mindful and compassionate.
- Assuming that they understand ANY medical language is a tragic mistake and a disservice to them. Explaining MUST be done in layman’s terms.
- They may be having a bad day on the day of their appointment. Make it better.
- Listen to them. They want to be heard. Don’t interrupt. They dislike when they are cut off and lectured. Speak at the end.
- Don’t offer all the options. Patients want the doctor to tell them what the doctor thinks is best, and what the doctor would do if they were in that situation. Let the patient disagree if they want. Giving all options is the same as giving no options, and devalues the doctor’s true recommendation.
- They expect the doctor realizes that their time is valuable. It is one of their worst complaints. Making them wait for long periods of time is unacceptable. Insurance companies shouldn’t be blamed.
- Patients don’t expect doctors to spend a certain amount of time with them. They just want a clean bill of health, or want the doctor to be able to solve their problem. Plus, they have things to do! (Refer to previous bullet.)
- Patients can be horribly misinformed about their medical conditions by their family, friends, and media. It is the doctor’s job to listen and THOUGHTFULLY re-educate if needed.
- They want their doctor’s office to be extraordinarily clean and updated. This is not asking for much.
- Patients have very low tolerance for an uneducated staff and disorganized doctor’s office. This is such a challenge for doctors. We must make it a priority to consistently and uniformly train and develop our team.
- “Patient care” is not the same as “patient”. Patient care has a stigma at times. Don’t let those feelings seep over to how you treat your patients. Patients are real. Patient care can be tainted by rules and regulations based on money.
- Patients will be eternally loyal if you are truly genuine. Pretty simple, right?
Written by Dr. John Ormando
Owner of Westminster Eyecare Associates, Uppercut Consulting, and Mandalay Optical Lab
Dr. John Ormando and Dr. Scott Colonna
Owners of Westminster Eyecare Associates, Uppercut Consulting, and Mandalay Optical Lab
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